National Insurance Group: AI-Powered Patient Outreach at Scale
National Insurance Group — Healthcare
National Insurance Group struggled with high call volumes and inconsistent follow-up across their network of regional offices. Agents spent over 60% of their time on routine outreach calls, leaving little capacity for complex cases.
Patient satisfaction scores had declined for three consecutive quarters, and the organization faced mounting pressure to modernize its communication infrastructure without disrupting existing workflows.
Plura AI deployed voice and SMS agents across National Insurance Group's outreach programs, handling appointment reminders, follow-up surveys, and routine status updates. The AI agents integrated directly with the existing CRM, pulling patient data in real time.
Within 60 days, the system was handling 73% of outbound communications autonomously, freeing human agents for complex interactions that required empathy and clinical judgment.
73%
Outbound call volume handled by AI
+40%
Agent time freed for complex cases
89% (was 71%)
Patient satisfaction (CSAT)
-54%
Cost per outreach interaction
“We were drowning in routine calls. Plura gave our team the bandwidth to focus on patients who actually needed human attention.”
Director of Operations, National Insurance Group