Cedar's Voice AI Agent Handles 400,000 Patient Calls, Boosting Efficiency and Satisfaction

In the world of healthcare, where every minute counts, efficient communication is crucial. Cedar, a leading patient financial platform, has made significant strides in this area with its AI voice agent, Kora. Since launching in April 2025, Kora has handled nearly 400,000 patient calls across various healthcare providers, significantly enhancing both efficiency and patient satisfaction.

Kora is designed to be available 24/7, autonomously resolving common billing inquiries on the first interaction. Trained on Cedar’s proprietary healthcare billing data, the AI agent can handle tasks such as patient authentication, bill collections, balance inquiries, and detailed bill explanations. This has not only streamlined operations but also alleviated the pressure on live agents.

Several major healthcare providers have already implemented Kora, including Hartford HealthCare, Keck Medicine of USC, ApolloMD, Emerus, and Gastro Health. One of the most notable success stories comes from ApolloMD, where the platform contributed to a 42% increase in patient payments and significant reductions in live agent workload.

Real-World Impact: Gastro Health's Experience

Gastro Health, one of the largest gastroenterology practices in the U.S., integrated Kora into its operations in September. Since then, the AI voice agent has handled over 60,000 calls, leading to a 24% decrease in live agent handle time and a 22% reduction in call center staffing needs. More impressively, post-call surveys indicate that over 80% of patients who used Kora reported being “highly satisfied” with the service.

Lawrence Freni, CFO of Gastro Health, highlighted the transformative impact of Kora. "Our teams were stretched thin trying to balance responsiveness with high call volumes," he said in an emailed statement. "The numbers speak for themselves as handle time is down 24%, staffing needs are down 22%, and patient satisfaction is above what live agent teams were hitting."

Freni also emphasized the qualitative benefits of Kora, noting that it has taken significant pressure off their staff. "The part that doesn't show up in a metric is the pressure it's taken off our people," he added.

Why It Matters

The implementation of AI voice agents like Kora represents a significant step forward in healthcare technology, addressing critical pain points such as long wait times and high operational costs. By automating routine tasks, these systems allow human agents to focus on more complex issues that require personal interaction and empathy.

The success of Kora at Gastro Health and other providers underscores the potential for AI to improve patient outcomes and financial processes in healthcare. As more organizations adopt similar technologies, we can expect to see further enhancements in efficiency, patient satisfaction, and overall quality of care.

The broader implications extend beyond just cost savings and operational efficiencies. By reducing the burden on call center staff, AI voice agents like Kora can help create a more balanced work environment, potentially leading to better job satisfaction and reduced burnout among healthcare workers.

As the field of AI continues to evolve, it is clear that these technologies will play an increasingly important role in shaping the future of healthcare. The success of Kora at Cedar serves as a promising example of how AI can be harnessed to benefit both patients and providers alike.