Switchboard, MD released a new case study detailing its recent partnership with EyeSouth Partners and the successful pilot at Georgia Eye Partners. Upon implementing the HIPAA-compliant voicemail functionality of Switchboard, MD's Contact Center solution, the practice saw significant operational improvements over 10 weeks.

The study highlights how Georgia Eye Partners, one of EyeSouth’s leading affiliates, tackled staffing shortages and voicemail backlogs through AI automation, resulting in:

• 52% Improvement in patient caller sentiment

• 70% Faster resolution of overall patient requests

By automating patient record matching, full-length voicemail transcription, summarization, call classification, and sentiment analysis, staff can focus more on providing higher-value patient interactions with less administrative strain.

"With limited staff and high patient demand, staying on top of voicemails became nearly impossible. With Switchboard, we’ve gone from having a lengthy voicemail backlog to completing tasks the same day. Our patients are more satisfied, and our technicians feel a greater sense of accomplishment with a cleaner inbox."

Kimberly Monroe
Director of Clinical Process
EyeSouth Partners

Following the pilot's success, Georgia Eye Partners and EyeSouth Partners plan to expand Switchboard, MD’s Contact Center capabilities across its clinics and affiliates, allowing staff to handle a greater volume of patient-impacting workload. This initiative reinforces a more efficient, patient-centered approach to voicemail management and contact center operations at large.

The full case study, which also includes a key reduction in time to complete prescription refill requests and a sharp decrease in repeat callers, can be found below.