5 min read

Erasmus MC automates repeat prescription calls with Reza, a voice AI agent

Impact

How the digital workforce changed their bussiness

75%+

Calls handled

1,000+

Daily requests

20 FTE

Equivalent in calls

First Challenge

1,000 calls a day, no capacity left

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. Across all departments, this equals 20 FTE in phone handling for a task that is routine, repeatable, and time-consuming. In healthcare, 40% of workload goes to administration. That means clinicians and nurses pulled away from patients for phone calls they did not train years to take. Patients waiting on hold for a process that should take 90 seconds. Freeday deployed Reza to handle this intake autonomously, built in partnership with AudioCodes for voice infrastructure and Axians for implementation. The proof of concept launched in the Ophthalmology outpatient clinic and went live within four weeks.

Over 1,000 repeat prescriptions requested daily, equivalent to 20 FTE worth of phone handling across outpatient clinics
40% of healthcare workload goes to administration, pulling clinicians and nurses away from direct patient care
Patients waiting on hold for routine prescription intake while staff handled the same process hundreds of times a day

Capabilities

Their digital
workforce capabillities

Handles the work customer service needs done.

Privacy and compliance built in

Meets GDPR and EU standards, next to ISO and NEN certifications.

Works across all your channels

Voice, chat, email, they answer everywhere.

Connects to systems you already use

All digital employees integrate with your existing software. There are no limits.

Published on

11 Jan 2022

solution

How it works

We connect, your IT team gets to watch

Integrate your existing systems seamlessly with Freeday. While IT teams often prefer collaboration, it doesn't have to consume operational hours. The choice is yours.

We configure, the way you want it.

Whether it's multi-channel, multilingual, 24/7, or only after business hours, you set the access levels. Decide what can be done autonomously and which tasks need human oversight. Allow your team to focus on critical tasks while digital employees handles the routine.

They work, they learn

Digital employees quickly adapt to your workflows, learning in days instead of months. Each digital employee benefits from the collective knowledge of their peers, ensuring every new digital employee starts at the same level as your most experienced one. Together, they evolve, enhancing your operations.