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Artificial Intelligence-Driven Call Center Operations in a High-Volume Neurology Practice: Impact on Access,
Patricio S Espinosa1, Yaira R Espinosa2, Juan P Espinosa3
1Neurology, Espinosa Neuroscience Institute, Boca Raton Regional Hospital, Boca Raton, USA.
Cureus
|August 7, 2026
Summary
Implementing an AI voice assistant in a neurology practice significantly improved patient access and reduced operational costs. This AI solution decreased communication backlogs by over 98% and enhanced new patient acquisition.
Area of Science:
- Healthcare Administration
- Artificial Intelligence in Medicine
- Patient Communication Systems
Background:
- Healthcare systems face administrative burdens, workforce shortages, and rising costs.
- Telephone call management is labor-intensive in outpatient settings.
- AI voice assistants offer potential solutions for patient access and cost reduction.
Purpose of the Study:
- Evaluate the operational, financial, and revenue impact of an AI-powered communication system.
- Assess improvements in patient access, referral capture, and new patient acquisition.
- Focus on a high-volume outpatient neurology practice.
Main Methods:
- Retrospective, observational pre-post cohort study.
- Deployment of a HIPAA-compliant AI call center platform for inbound communications.
- Comparison of 90-day pre-implementation and 86-day post-implementation periods.
Main Results:
- AI platform processed 5,484 unique patient encounters in 86 days.
- Communication backlogs reduced by over 98%.
- Estimated annual labor cost savings of $216,500 and increased referral capture.
Conclusions:
- AI call center implementation significantly improved patient access and operational efficiency.
- Reduced communication backlogs and lowered staffing costs.
- Enhanced new patient acquisition and referral capture, creating new revenue streams.
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