Solutions Used

Key Results

The Challenge

Every Monday morning, RMI's call center agents faced an impossible task: hundreds of voicemails from patients who couldn't reach anyone over the weekend. Staff juggled multiple computer systems, insurance databases, and paper checklists while making repetitive confirmation calls. Each appointment type required different preparation instructions. Some patients needed to fast, others required specific paperwork, and certain procedures had safety screening questions that couldn't be missed.

The math was unsustainable. Growing patient volume meant either hiring more agents (increasing costs without improving patient experience) or watching hold times stretch longer and no-show rates climb higher. Staff burnout was rising, and patients grew frustrated trying to reach someone to confirm their appointments. RMI needed a solution that could scale without sacrificing quality.

The Solution

AbbaDox VoiceAI changed how RMI handles appointment confirmations. The moment an imaging order enters the system, "Abby" automatically calls patients with a natural, conversational voice that provides personalized preparation instructions based on their specific procedure. Patients confirm appointments through simple voice responses or keypad selections, with every interaction automatically updating the schedule.

The system handles complexity well. Need to reschedule? Have a pacemaker that needs screening? Want to speak with a human? Abby transfers these calls, along with all the context, to the right staff member. Available 24/7, the system eliminated the Monday morning rush and gave patients flexibility to manage appointments on their own schedule.

The Results

Over the first 90 days, VoiceAI delivered a step-change in operational efficiency and revenue protection. By automating confirmation calls, the platform cut manual phone time by 95% —dropping from forty hours a week to just two hours of exception handling—while boosting confirmed appointments by 3%. That alone kept schedules tight, but the bigger story is disruption control: total appointment disruptions fell from 13 to 11%, which frees roughly 4,000 additional slots per year, the equivalent of adding a small satellite site without a single capital expense.

Same-day reschedules plunged 31% and cancellations 11%, giving technologists a steadier patient flow and eliminating costly minutes. The AI keeps learning, and the trend line continues downward into May ’25, compounding the gains each month. Add it all up, recovered slots, extra confirmations, reduced overtime, and a midsized radiology group is looking at more than 8,000 incremental exams annually and millions in top-line revenue, all while redirecting staff energy to higher-value, patient-facing work.

The technology didn't replace jobs; it made them more meaningful, turning repetitive tasks into valuable patient interactions.

On confirmation calls,
freeing agents for
higher-value tasks.

Increasing imaging center's revenue.

Shortening waitlists and
improving
continuity of care.

Giving staff a steadier, more predictable schedule.