Digital colleague · live at Erasmus MC

The 1,000 calls a day your clinicians never had time to take

Every repeat-prescription call is about 8 minutes of staff intake — and there are 1,000+ a day. Reza takes 75%+ of them end to end: verifies the patient, collects the details, and submits a structured request to the specialist for sign-off. No hold time, no manual admin.

Read the CV →See the numbers

75%+

of calls handled end to end

1,000+

prescription requests / day

20 FTE

equivalent in phone & admin handling

4 weeks

from start to live

Reza

Repeat-prescription voice colleague

EmployerErasmus MC

ChannelVoice (phone)

MarketNetherlands — Dutch

Live sincePoC live within 4 weeks

Live (PoC), scaling

For Erasmus MCLive (PoC), scaling

The digital colleague

A colleague that's always there when your patients call

Reza joined Erasmus MC to handle the one job that ties up the outpatient clinics every day: repeat-prescription calls. Patients call, wait, verify who they are and explain what they need — 1,000+ times a day. Reza takes that call end to end and hands the specialist a ready-to-approve request, so staff stay with patients. This is the record of what it does, what it has learned, and where it goes next.

Read the CV →See the numbers

75%+

of calls handled end to end

1,000+

prescription requests / day

20 FTE

equivalent in phone & admin handling

4 weeks

from start to live

The CV

Hired in the eye clinic. Already built to scale across the hospital.

The work behind the answer, told the way you would read a colleague’s record: where it started, what it solved, and the promotions it earned.

PoC · go-live Appointment

Repeat-prescription voice colleague

Erasmus MC · Ophthalmology outpatient clinic

Pain

Erasmus MC receives 1,000+ repeat-prescription requests a day. Each one is a patient calling, waiting, verifying who they are and explaining what they need — across departments roughly 20 FTE of phone and admin handling, while patients wait on hold and clinicians are pulled off care.

Solution

Freeday deployed Reza, a voice AI agent (built with AudioCodes and Axians), to handle the call end to end: the IVR routes the call to Reza, which verifies the patient's identity, collects the prescription details, and submits a structured request to the specialist for sign-off via HiX (the EPD), email or paper. No hold time, no manual intake.

Result

The PoC went live within 4 weeks, handling 75%+ of calls end to end. Recognition rates improved during the PoC, and internal support for wider rollout was established.

VoiceConversational FormsValidate DataAction Fulfilment

More clinics · in rollout Promotion

From one clinic to many

Scaling the proven intake

Pain

The same repeat-prescription pressure exists across every outpatient clinic, not just Ophthalmology.

Solution

Roll the proven Ophthalmology setup out to further outpatient clinics on the same skills and the same voice stack.

Result

More departments freed from routine phone intake, on a pattern that is already proven.

Voice

In development Next role

The main hospital number

From clinic intake to the front door

Pain

Beyond individual clinics, Erasmus MC's main hospital number carries huge, mixed call volume.

Solution

Extend Reza toward the main hospital number — routing, answering and handling routine intake at the front door, escalating anything clinical to a person.

Result

A path from a single-clinic PoC to hospital-wide voice intake — coverage that grows without proportional headcount.

VoiceHuman Handover

Skills applied

The skills, working together on every call.

Hover a skill to see what it does and where Reza puts it to work at Erasmus MC.

Skill 01

Voice

Holds a natural spoken conversation on the phone, in Dutch, without an IVR menu.

At Erasmus MC

Answers the repeat-prescription line, 75%+ of calls end to end.

Skill 02

Conversational Forms

Runs a structured intake in conversation — collecting exactly the prescription details the specialist needs.

At Erasmus MC

Captures the repeat-prescription request cleanly, every time.

Skill 03

Validate Data

Verifies the caller's identity before anything is processed.

At Erasmus MC

Confirms the patient on the line, safely and consistently.

Skill 04

Action Fulfilment

Takes the step in the system — submitting a structured request to the specialist for sign-off (HiX / email / paper).

At Erasmus MC

Hands the specialist a ready-to-approve request, no manual intake.

Performance

How the team keeps score.

Figures are the published Ophthalmology proof-of-concept results, measured during the PoC.

Daily requests

1,000+/day

Across the outpatient clinics.

Calls handled end to end

75%+

Autonomous, within 4 weeks.

Equivalent workload

20FTE

Phone & admin handling.

Time to live

4weeks

PoC in Ophthalmology.

Total daily requests

1,000+/day

The full repeat-prescription volume across outpatient clinics.

Handled by Reza

75%+

At the proven PoC autonomy rate.

Equivalent workload

20FTE

Phone & admin handling across departments.

Rollout per clinic

4weeks

Same setup, same voice stack.

PoC figures are measured over the Ophthalmology proof of concept; at-scale figures reflect the full repeat-prescription volume across outpatient clinics.

Connected systems

It integrates with the tools Erasmus MC already uses.

No re-platforming. Reza plugs into the hospital's telephony and sends the specialist a request they can sign off.

AudioCodes

Voice infrastructure

Axians

Implementation partner

HiX (EPD)

Request for specialist sign-off

Freeday Platform

Orchestration & insights

Industry insight · healthcare

In healthcare, the first wins take the admin off clinicians — not the care.

Repeat prescriptions, intake and routine phone questions are high-volume, rules-based and endlessly repeated — a patient verifies who they are, states what they need, and it ends in a system action. At Erasmus MC each call is ~8 minutes of staff intake and there are 1,000+ a day (≈20 FTE) — Reza takes 75%+ of them off staff entirely. That is exactly the administrative burden a digital colleague absorbs first — returning time to clinicians and nurses, and taking patients off hold.
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See the healthcare playbook →

The 1,000 calls a day your clinicians never had time to take

A colleague that's always there when your patients call

Hired in the eye clinic. Already built to scale across the hospital.

Repeat-prescription voice colleague

From one clinic to many

The main hospital number

The skills, working together on every call.

Voice

Conversational Forms

Validate Data

Action Fulfilment

How the team keeps score.

It integrates with the tools Erasmus MC already uses.

In healthcare, the first wins take the admin off clinicians — not the care.

What would your colleague’s CV say in three weeks?