In healthcare, service quality can make or break patient outcomes. Members expect empathy, deep expertise, and availability around the clock, especially when navigating complex coverage questions or dealing with stressful health situations. Realm Health built its reputation on delivering this level of high-touch support, offering 24/7 access to board-certified physicians in English and Spanish and dedicating a team to help members confidently navigate the healthcare system.

As Realm Health grew quickly, a staffing gap emerged. To preserve service quality without the operational demands of fast-paced hiring, Realm Health deployed ConnexAI’s agentic AI solutions.

Introducing Hope: AI-Powered Support That Feels Human

Realm Health deployed ConnexAI's AI Agent technology and named their agent Hope. "We have people calling us sometimes at the lowest point in their lives, and everyone who calls in speaks to Hope," says Todd Dunayer, Chief Technology Officer. "Hope is our AI agent, our most well-equipped agent that we have on staff."

The results were immediate. By handling routine inquiries and triaging requests 24/7, Hope reduced calls to live agents by 30%, freeing the human team to focus on members who need undivided attention. "The calls that are like two minutes, I'm looking for this, I'm looking for that, being able to have AI take care of that allows us to put more focus on our members that are needing our undivided attention," explains Danyle Daniels, Account and Member Management.

ConnexAI's AI Voice technology enables Hope to recognize emotional tone and adapt accordingly, a critical capability when members are in pain or distress. "When people call us, they are in pain. They're needing someone to feel their frustration," says Mike Lavery, Director of Marketing. "The way AI agents can understand that voice and understand pain through certain keywords and certain tones – that is the power of AI."

The system is fully programmable with customizable accents and bilingual capabilities, which is essential for Realm Health's Texas-based member population. "We are in Texas. The bilingual nature that it is capable of is very important to us," notes Dunayer.

Real-Time Insights and Effortless Compliance

Realm Health also deployed ConnexAI's AI Analytics module, powered by the Athena engine, to gain actionable insights from every member conversation. The system can analyze 100 calls in the time it takes a human to review one, surfacing improvement opportunities, emerging trends, and coaching moments in real time.

"Back in the day, we had to rely on historical reporting. The Athena system allows us to do this in real time. I would say it's an enormous game changer," says Dunayer.

With HIPAA driving compliance requirements and regulations changing annually, Realm Health needed a platform that could keep pace. ConnexAI delivers exactly that. "The AI agent can keep up with those changes as quickly as we send it information, and we are able to do that at a fingersnap with ConnexAI," explains Dunayer.

The platform also solves a challenge every growing business faces: retention. All training and knowledge stay in-house permanently, with zero risk of losing institutional expertise to attrition or competitors. "We won't lose our AI agent to a competitor, to attrition, or anything else. A human requires at least a week's worth of training and isn't our permanent employee," says Dunayer.

With a single-pane-of-glass approach that integrates seamlessly with Realm Health's CRM, reporting, analysis, and integrations are all simplified. Since launch, the platform has maintained 100% uptime, critical for a business that depends entirely on availability.

"We have hired it. We have trained it. It is effectively sitting in that seat, and it's got the headset on, and it's talking as one of us," concludes Mike Lavery, Director of Marketing.