CareGuide is a US-based healthcare cost advocacy service that helps make healthcare more affordable and accessible. Partnering with employers, it supports employees with complex medical billing, negotiating hospital bills, finding affordable care, and securing financial assistance for prescriptions and medical equipment. Essentially, CareGuide helps patients navigate unexpected hospital bills, while also lightening the load for HR teams, benefits administrators, and brokers. 

Delivering on this mission requires extensive patient interaction, often during stressful and emotionally charged moments. Patients contact CareGuide around the clock, through multiple channels, and in several languages. Meeting the demand for timely, empathetic responses was increasingly straining the team. Because patients often reach out during high-stress moments, CareGuide needed AI capable of providing 24/7, human-like, empathetic support across multiple roles.

Agentic AI That Provides Immediate, Human-Centric, Helpful Service

CareGuide turned to ConnexAI’s AI Agent technology to ensure patients could access support anytime, without delay. Rather than relying on a single, generalized agent, the company deployed multiple AI agents, each tailored to a specific role, creating optimized, efficient Agentic AI workflows. As Bill Richmond explains, “Instead of having one AI Agent that fills all roles, we have multiple agents that can fill different roles, which mimics the normal way we had been working previously.”

The results were remarkable. Missed patient interactions fell to zero, guaranteeing timely support for every patient. These efficiency gains have also translated into significant financial benefits for CareGuide’s clients, with healthcare cost savings doubling in less than a year. By combining human-like specialization with the scalability of AI, CareGuide has not only enhanced patient experiences but also transformed the operational and economic performance of their care services.

ConnexAI’s AI Voice features enable patients to communicate seamlessly with AI Agents over voice channels. “I would describe the human, lifelike nature of the calls with the AI Agents as top-notch,” says Richmond. “It’s authentic, empathetic, and fully adjustable.” Serving a diverse patient population, including many Spanish speakers, CareGuide benefits from ConnexAI’s automatic language detection, which allows the AI to switch languages effortlessly, ensuring every patient feels understood and valued.

CareGuide has also achieved significant gains in both transparency and operational insight. The ConnexAI platform offers a comprehensive view of all patient interactions by centralizing them in a single, easily accessible repository. Its AI Analytics capabilities have enabled CareGuide to capture and leverage more data than ever before, resulting in a 10-12% increase in the information available to support its advocates. “One of the things I love about ConnexAI is not just its accuracy, but the incredible breadth of knowledge that’s immediately available at the system’s fingertips,” says Richmond. By streamlining access to insights and consolidating interactions, ConnexAI empowers CareGuide’s team to make better-informed decisions, enhance patient engagement, and improve overall operational efficiency.