AI Call Agents - Agentic Call Suite for Healthcare on Microsoft Copilot Studio and Dynamics 365
FPT-SOFTWARE CO. LTD.
AI Call Agents - Agentic Call Suite for Healthcare
by FPT Software · Built on Microsoft Copilot Studio & Dynamics 365 Contact Center
FPT delivers the professional services to make Microsoft Copilot Studio and Dynamics 365 Contact Center work in the healthcare setting: an agentic AI call suite, deployed on your own Microsoft tenant, that answers, documents, and follows up on every patient call - 24/7.
The Problem
Typical healthcare facilities provide zero phone support for roughly 73% of the week (weeknights and weekends), while 130 - 250 calls are missed every day and up to 40% of inbound calls go unanswered. Patients wait up to 63 hours for a callback, nurse teams burn out on thousands of repetitive calls per month, and revenue and referrals leak to competitors.
What Makes It Stand Out
Unlike generic voice AI platforms that require months of custom development, FPT's solution is healthcare-native from day one: 23 pre-built inbound use cases, HIPAA and HL7/FHIR compliance built in, clinical protocol-aware workflows, and modular activation - from PoC to first deployment in 12 weeks. Identity verification, profile-based routing, and multilingual conversation (30 - 50 languages with auto-detect) operate across every use case.
Core Capabilities
- 24/7 Call Answering & Triage: Every call picked up instantly - after-hours and overflow included - with guided intake, nurse triage, and smart routing.
- Transcription, Recording & AI Summaries: 100% of calls transcribed, recorded, and summarized by Copilot into the Dynamics 365 record.
- Patient Recognition & Unified Dashboard: Repeat callers matched to their record; history and context on screen for nurses in one workspace.
- Automated Case Management & Follow-Up: Cases auto-created and updated with full audit trail; callbacks pre-scheduled and confirmation emails sent autonomously.
- Knowledge Base Grounding: Answers grounded in your hospital documents, contact directories, and referral databases - no hallucinations.
- Agent Analytics & Sentiment: Resolution rates, talk metrics, and caller sentiment, live.
- Flexible EMR Integration: Connects with your EMR and Dynamics 365 via HL7/FHIR, with remote access from any device.
Use Case Portfolio
23 inbound use cases across Access, Clinical, Financial, and Support categories - appointment scheduling, insurance verification, prescription refills, medical records, billing inquiry, referral status, symptom triage, and more - delivered through a phased roadmap: Quick Wins (0 - 3 months), Core Integration (3 - 6 months), Advanced Clinical (6 - 12 months).
Business Outcomes:
- 60 - 75% of routine inquiries resolved autonomously by AI
- 90% reduction in pre-op call handling time (15 - 30 min → 1 - 2 min review)
- 87% cost reduction per call ($6 - 7 → $0.85)
- 100% of after-hours calls captured - 130 - 250 additional patient touchpoints per day
- Estimated annual savings: $500K - $1.2M per facility
Intended Users
Hospitals, health systems, specialty clinics, and physician groups seeking to modernize call operations on their existing Microsoft investment - patient access teams, nurse call centers, and contact center leaders.
Built on Microsoft. Tailored by FPT. Every call answered, documented, and followed up - automatically. Contact us to scope a pilot for your hospital.