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Erasmus MC receives over 1,000 repeat prescription requests every day. Each one requires a patient to call the outpatient clinic, wait to speak to a staff member, verify their identity, and explain what they need. Multiplied across all departments, this equals 20 FTE in phone handling — for a task that is routine, repeatable, and time-consuming.
Freeday deployed Reza, a voice AI agent, built in partnership with AudioCodes and Axians. Reza handles the call end-to-end: it verifies the patient's identity, collects the prescription details, and sends a structured request to the specialist for sign-off. No hold time. No manual intake. No staff pulled away from patient care.
The proof of concept launched in the Ophthalmology outpatient clinic. Within four weeks, Reza was handling more than 75% of calls autonomously. Recognition rates improved significantly during the PoC and internal support for wider rollout was established.
40% of healthcare workload goes to administration. Every call Reza handles is time returned to clinicians and nurses for the work that matters. Patients no longer wait on hold. Staff no longer repeat the same intake questions hundreds of times a day.
The next step is scaling to other outpatient clinics and eventually Erasmus MC's main hospital number. The foundation is built. The results are proven.
Handles the work customer service needs done.
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