Voicegain Casey | Generative AI Voice Agents for Healthcare Call Centers

60% of the calls at a Health Plan are provider calls, and AI can either automate or augment all these calls

Generative Voice AI optimized for Healthcare Customer Support

Enhance member and patient experiences, track and measure agent performance metrics, and reduce workloads with intelligent automation.

TPAs & Healthplans

Utilization Management

Telehealth & Virtual Care

PBMs

Provider Intents

Claim Status / EOB

Prior Authorization

Eligibility Verification

Benefits & Coverage

Email Fax Requests

Member Intents

Claim Status / EOB

Coverage Questions

Provider Search

Billing and Payment

ID Card Replacement

Enhance Member Experience and lower costs with Voicegain Casey

Voicegain Casey is AI Voice Agent that improves member CSAT, lowers operating costs and empowers your call center leadership with key metrics.

Improve CSAT, NPS

Offer a highly-personalized always-on voice customer service. Guide Agents in real-time using generative Voice AI.

Lower Operating Costs

Lower operational costs by automating routine phone calls HIPAA validation and triaging.

Support CX Leaders

Measure and Track Agent Performance metrics like Sentiment, QA Scores and more.

Voicegain Casey works across the entire call flow

Casey, our AI Voice Agent, is built with strong guardrails around LLMs and can automate inbound and outbound phone calls. She also guides agents in real-time and extracts sentiment & CSAT for your call center leadership.

Before the call

AI Voice Assistant

Automates Claim Status, Eligibility verification, benefits inquiries and more.

Validates HIPAA, transfer calls based on extracting in-depth intent.

Reduces agent workload by over 50%.

Voicegain's Casey AI Voice Assistant that automates scheduling, insurance verification, and claims inquiries. Validates HIPAA, transfers calls based on extracting in-depth intent. Reduces agent workload by over 50%.

During the Call

AI Agent Co-Pilot

Real-time transcription & automated note-taking.

Surfaces relevant Health Plan & Clinical documents and guidelines

LLM powered Summarization to help eliminate wrap-time or after-call-work

Voicegain's Casey AI-Powered Agent Co-Pilot that does real-time transcriptions & automated note-taking. Surfaces relevant knowledge base articles & next-best actions. Eliminates manual data entry, improving agent efficiency.

After the Call

AI QA & Coach

Scores 100% of calls for quality assurance.

Delivers AI-driven coaching within seconds of call completion.

Tracks CSAT & NPS through advanced sentiment analysis.

Voicegain's Casey AI-Driven QA & Coaching that scores 100% of calls for quality assurance. Deliveres AI-driven coaching within seconds of call completion. Tracks CSAT & NPS through advanced sentiment analysis.

Why choose a pre-built AI Voice Agent?

Voicegain Casey is a prepackaged and fully validated AI Voice Agent for Payers. It is the "buy" option and offers significant advantages over the "build" option that many Payer customers may be considering.

Capability / Feature

Voicegain Casey

Build using a Framework

Deployment Speed

Casey can be launched in 2-3 weeks (subject to API availability)

Can take 3-6 months to build, launch and validate.

“On-the-ground” Production Experience

Casey has handled 1M+ calls in production over the last 12 months.

Will need several iterations of testing and tuning to handle all edge cases

LLM Guardrails

Proven production-grade LLM guardrails included. Continuous monitoring of AI Voice Agent responses included.

Payer must go through several iterations to develop these guardrails. Can easily take additional 3-6 months and expensive skilled resources.

Preserving Context on Transferred Calls

Casey hands off to Live Agents with full context provding a great caller experience

This is usually an add-on feature that needs to be scoped, designed and developed.

Embedded AI Voice Analytics

Out of the box, each call is measured for the following Agent metrics – Sentiment, QA Score, CSAT, NPS Score

These metrics are typically out of scope, hence not available while building an AI Voice Agent

Ongoing Enhancements and Maintenance

Voicegain continuously enhances Casey with new intents/skills across all its customers.

AI Vendor usually hands over after launch and Payer is responsible for maintenance of the AI Voice Agent

CCaaS Integration Experience

Casey is pre-integrated with several CCaaS platforms like Five9, NICE, Ringcentral, Aircall and Dialpad

Integrating with CCaaS platforms requires resources skilled in telecom/voice.

Total Cost of Ownership

Licensing is on a per call basis and we provide expected automation rates to help clients calculate savings upfront.

High fixed costs to build and maintain the solution, hence savings are not guaranteed

How it works

Seamlessly add Voicegain Casey to your current call center

Casey already handles millions of calls for healthcare customers. We integrate with leading CCaaS and CRM providers

Step 1

Route calls to Voicegain Casey from your CCaaS (over SIP or PSTN).

Step 2

Casey AI Voice Assistant engages your callers in a natural conversation, automates routine inquiries and transfers other calls to Agents with full context of the call

Step 3

Casey AI Co-Pilot listens to the live conversation on your CCaaS platform, guides the Agent and generates a summary in real-time.

Step 4

The AI QA Coach evaluates call recording and transcript to generate sentiment, emotion and a QA score.

Step 5

Conversation Insights are used to optimize the caller journey and coach the Agents.

INTELLIGENT CALL AUTOMATION

Power Every Call With
AI-Driven Intelligence

Voicegain Casey automates what can be automated and augments your agents when needed — all while staying compliant and integrated.

Voicegain's AI Voice Agents for Health Insurance Call Centers Call Journey Graph

The AI Advantage: Accuracy, Speed & ROI

Why choose Voicegain? Experience the accuracy, security, and efficiency of AI-driven automation.

25%-50%

Reduction in Opex

10%-15%

Increase in CSAT & NPS

1B Minutes per Year

flowing through Voicegain platform

100%

Automation of routine calls like Claims Status

3-5 mins

of savings per call*

“Casey by Voicegain replaced our IVR with a smarter, more accurate voice assistant. It improved the caller experience, reduced agent workload, and streamlined support.”

Atul Garg - CTO and CDO, Ridge Administrative Services

“We selected Voicegain for Sutherland CX360, our AI/ML SaaS platform, to deliver accurate, PCI-compliant speech recognition for our enterprise clients.”

Doug Gilbert - CIO and CDO, Sutherland

“We selected Voicegain because they are accurate, affordable and easy to use. We deployed the entire platform from a single script in under 30 minutes.”

Ray Naeini - Chairman and CEO, Onvisource