How a Healthcare Provider Transformed Support and Care Delivery With AI Agents

How a Virtual Healthcare Provider Transformed Support and Care Delivery with StackAI

Overview

A leading virtual healthcare provider partnered with StackAI to transform patient support, streamline operations, and improve the quality of care. With over 2.5 million AI agent executions and 475,000 hours saved, the organization is reshaping how healthcare is delivered at scale. Using StackAI’s secure, no-code platform, the provider built and deployed AI agents that now power everything from customer support to clinical operations—all while maintaining HIPAA compliance and enterprise-grade data privacy.

The Opportunity: Meeting Complex Needs with Limited Resources

In healthcare, every patient comes with unique needs, and the stakes are higher than in almost any other industry. To meet those needs, this virtual healthcare provider offers primary, specialty, and urgent care services via telehealth, and partners with thousands of licensed professionals across the U.S. to deliver timely, reliable care.

But the organization was under pressure, as a growing volume of patient inquiries, appointments, and account management tasks overwhelmed support teams. Every phone call, message, and insurance question had to be addressed with medical accuracy, regulatory compliance, and personal sensitivity. Traditional support programs simply couldn’t scale.

On top of this complexity, healthcare data is highly sensitive. The healthcare provider needed a solution that wouldn’t just move fast, but would meet strict HIPAA and PII standards, and fit into their existing infrastructure. That’s when they began to explore agentic AI, landing on StackAI to help transform their patient support workflows and more. 

The Solution: AI Agents Built for Healthcare

With StackAI, both technical and non-technical teams at the provider could build AI agents using an intuitive drag-and-drop interface. Teams launched their first AI agent in under a day, without waiting for overloaded dev cycles.

The first priority was a customer support AI agent to assist customer service representatives. With just a patient ID input, this agent retrieves medical history, cross-referenced it with official documentation, and uses Anthropic’s LLM to generate a tailored, medically sound response. Reps can also input patient queries about symptoms, scheduling, billing, or insurance in the AI agent’s interface. 

While most of the system was no-code, the team used Python snippets to securely query patient data. Rigorous prompt engineering further ensured responses mirrored the tone and professionalism of a trained medical expert.

🕒 Support wait times dropped to just 12 seconds.

This AI agent didn’t just help reps respond faster, it improved care quality by providing answers grounded in patient context. StackAI’s HIPAA-compliance added an additional layer of security.

Expanding AI Across the Organization

Encouraged by the success of the customer support AI agent, the provider deployed a physician AI assistant for clinicians. Instead of combing through multiple systems, doctors can now ask the agent for a patient’s medical history and instantly retrieve lab results, notes, or prescription data. This has freed up valuable time and ensured higher-quality, faster care delivery.

🕒 This AI agent has saved physicians over 475,000 hours.

Next, to ensure adherence to internal and external protocols, the provider built a message classification AI agent for the call center. This agent listens to recorded support calls and flags any instances where regulatory or policy compliance might be at risk. This automated oversight improves consistency and protects the organization from legal exposure.

475,000 Hours Saved. 12 Second Wait Times. What’s Next?

Since launch, the healthcare provider has used StackAI to execute over 2.5 million AI agent tasks. Physicians alone have saved over 475,000 hours previously lost to data retrieval and manual workflows. Average wait times for patient support are now just 12 seconds.

By expanding across departments, with an eye on security and safety for sensitive patient data, this healthcare provider has turned AI agents into a helpful, pragmatic pillar of its patient experience strategy. From support to clinical ops, StackAI is helping this organization meet modern healthcare’s demands with speed, safety, and scale.