Story
Cartesia
Hello PatientCartesia AI Voice Technology Reduces Healthcare Support Costs by 13% for Hello Patient
Hello Patient, a healthcare communications platform, reduced operational overhead and improved patient call completion by implementing Cartesia's Sonic voice AI technology for automated patient interactions.
Value results
| Category | Value result |
|---|---|
| Revenue | Increased inbound call completion and revenue recovery versus waitlist or callback systems |
| Cost | Up to 13% reduction in support costs through programmatic calling and texting elimination of voicemail overhead |
| Speed | 90ms latency enabling natural conversation flow without awkward pauses typical of automated voice systems |
| Capability | Elimination of staff training costs, reduced employee turnover, and reallocation of teams to high-value patient interactions |
Hello Patient is a managed service platform for healthcare practices that automates patient communication through voice and SMS channels. Founded by Alex Cohen after leading product teams at Carbon Health, the company addresses a persistent industry challenge: despite digital transformation initiatives, patients continue to prefer phone calls for healthcare provider interactions, creating substantial operational overhead for medical practice call centers. Hello Patient targets medium and large healthcare practices with fully managed, outsourced patient communication services, specializing in clinically administrative workflows including scheduling, patient re-engagement, and patient acquisition.
To effectively automate patient-facing conversations, Hello Patient required a voice AI solution capable of delivering extremely fast response times—since delays directly correlate to dropped appointments and lost revenue—while producing natural-sounding voices, maintaining accuracy for sensitive information like phone numbers and prescription drug names, handling complex conversation flows beyond traditional IVR systems, and ensuring full HIPAA compliance for patient health information. The company selected Cartesia's Sonic text-to-speech technology, which delivered 90ms latency for natural dialogue flow, ultra-realistic voice quality nearly indistinguishable from human coordinators, custom pronunciation support for medical terminology, seamless integration with leading large-language models and transcription services via LiveKit, and comprehensive HIPAA compliance for secure patient data handling.
Hello Patient's implementation of Cartesia has already produced measurable business impact. Programmatic calling and texting eliminate wasted staff time on voicemails, potentially saving up to 13% of previous support costs. Immediate handling of inbound calls increases task completion and revenue recovery compared to traditional waitlist or callback systems. The solution optimizes staffing by eliminating training and onboarding costs, reducing employee turnover, and enabling support staff to focus on high-value patient interactions rather than routine administrative calls, fundamentally transforming operational economics for healthcare practices.
