Healthcare delivery in the United States has many problems, especially with how support systems are set up and managed. Medical practice administrators, healthcare organization owners, and IT managers have a hard time managing different care settings while keeping user support steady and reliable. One big problem is that healthcare support systems are split up and hard to manage. This is made worse by high staff turnover and many different software applications used for patient care and workflows. Because of this, customer support responses can be slow, costs go up, and sometimes users get conflicting information.
MatrixCare, a cloud-based Electronic Health Records (EHR) provider owned by RESMED, shows how some of these problems can be fixed with artificial intelligence (AI). MatrixCare supports more than 13,000 healthcare organizations mainly in home health, hospice, and long-term care. These types of care need special workflows and software tools. MatrixCare’s platform included about 20 separate applications, each made for different parts of care. This made it hard to support and train users, especially since home health staff turnover can be as high as 65%.
Before using AI, MatrixCare’s support system was slow. The average response time could be up to 20 hours, which could indirectly affect patient care. Also, more than 60% of support calls were about user coaching instead of technical problems. Coaching was needed because the software was complicated and new staff needed help learning it.
To fix these issues, MatrixCare worked with DRUID AI, INC. to add AI agents to its support system. This was done to automate simple questions so human agents could focus on harder problems. This change helped improve user experience and made operations better.
Healthcare groups in the U.S. often work across many care settings, each with different needs. Managing separate software systems makes user support slower and less efficient. MatrixCare shows a common problem where using many isolated apps causes uneven support and delays.
Adding DRUID AI agents changed this by putting AI support into three main platforms:
Working together on these platforms, the AI agents help provide a consistent support experience no matter where users access it. This reduces the problems caused by separate systems. MatrixCare’s example shows how AI can bring support services together while still serving each care setting’s needs.
The AI integration on MatrixCare’s platform showed clear results fast. Support calls dropped a lot, freeing human agents from routine questions and coaching. With AI handling questions all day and night, support response time went down from about 20 hours to much faster replies.
Also, the accuracy of answers went up to 96%, making sure users got correct and consistent help. This improved trust in the support system and made users happier. Since home health care staff turnover can reach 65% yearly, quick and accurate support is very important. It helps new staff adapt to the complex software faster and work better.
Tim Smokoff, General Manager at RESMED, said that the AI-driven support system changed how customer support works in healthcare technology. It made operations more efficient and improved service, setting a new standard for the industry.
AI agents in healthcare support do more than answer questions. They also make workflows smoother by cutting down manual tasks and offering real-time guidance. This part explains how workflow automation fits into the AI integration and helps healthcare groups.
Workflow automation with AI makes healthcare operations smoother, letting staff focus more on caring for patients while AI helps with admin tasks.
One big challenge in home and post-acute healthcare in the U.S. is high staff turnover. When turnover hits 65%, as it does in some home health agencies, training new staff quickly becomes a big load. This makes support teams handle more coaching questions, not just technical problems.
MatrixCare’s experience shows AI agents can help ease this pressure. By automating coaching and onboarding questions, AI gives new users fast and accurate help. This lowers the need for human trainers and gets staff working faster. Also, AI’s consistent coaching stops the differences in quality that can happen when only people train workers in a workforce that changes a lot.
This helps medical offices keep service steady no matter how often staff changes. This is important to keep care going smoothly and operations stable.
MatrixCare’s AI system covers many places where healthcare workers and users interact. These include client portals, internal team chat tools, and mobile apps used by caregivers.
This multi-platform approach is important for organizations managing many care types. It keeps support steady and reduces problems from disconnected digital tools by connecting them with AI.
MatrixCare and DRUID AI plan to do more than just customer and internal support. They want to add AI agents for:
These plans show how AI could keep improving healthcare work beyond just support, also helping core office functions that affect how well organizations work.
MatrixCare’s AI upgrades match broader goals at RESMED, focusing on customer satisfaction and smooth operations. This change moves support from just reacting to problems to being more proactive and personal. This helps improve service delivery.
Faster response times and steady quality of support help users feel better about the system and make workflows easier. These changes matter a lot in healthcare because slow replies and mixed information can hurt patient care and staff morale.
MatrixCare struggled with a fragmented platform consisting of nearly 20 separate applications across various care settings, resulting in inconsistent user experience and delayed support response times averaging up to 20 hours, exacerbated by high staff turnover and heavy reliance on call center agents.
DRUID AI automates routine inquiries, triages client queries 24/7, and routes users to relevant information instantly, thereby reducing human agent dependency, streamlining workflows, and enhancing response time and service consistency.
MatrixCare deployed three DRUID AI agents: an External Support Agent via Salesforce Community Portal for client queries, an Internal Support Agent via Microsoft Teams to aid staff, and a MatrixCare 360 Agent inside the mobile app for caregivers’ workflow support.
Support call volumes decreased significantly, response accuracy reached 96%, customer satisfaction improved, and the average response time was greatly reduced, resulting in lowered pressure on staff and faster resolution of coaching-related inquiries.
Due to high healthcare staff turnover (up to 65%) and a complex, fragmented software environment, users frequently required detailed step-by-step guidance and coaching rather than just technical support, causing increased support call volume and delays.
Adoption of DRUID AI eliminated variability in support quality by consistently delivering accurate, up-to-date information to users, ensuring standardized service across diverse healthcare settings.
DRUID AI offers intelligent self-service tools that personalize interactions and automate complex workflows, enabling proactive problem-solving by anticipating and addressing user needs continuously rather than reactively.
Upcoming deployments include a case management AI agent for Home Health & Hospice and an Enterprise Financials division agent to improve access to financial data, compliance, and operational transparency.
The AI-driven support system reinforces ResMed’s culture of customer delight by improving response times and operational efficiency, setting a new industry standard for healthcare technology customer support.
AI agents enhance patient engagement and clinical efficiency through personalized real-time interactions and integration with telemedicine and wearable devices, shifting care from reactive incidents to continuous, data-driven support.
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