Title: Medux: AI customer service on the phone, 80% of calls handled by AI | AI Heroes
URL: https://aiheroes.io/en/cases/medux
Description: Case Medux: an AI voice that handles phone calls, books appointments and answers questions. 4,000 calls a month, 80% handled by AI, a 70% cost saving.

# 4,000 calls a month, 80% handled by AI

Many of Medux's clients would rather call than arrange things online. We built an AI voice that picks up, books appointments and answers questions, outside office hours too.

Plan a start sprint

- 70%: cost saving
- 7.8: rating of AI conversations

## The question

How do we stay reachable for clients who call, without the costs growing with them?

## What we built

- An AI voice that handles phone calls
- Booking appointments and answering questions, outside office hours too
- Calls in more than one language
- Handover to a staff member for difficult or urgent questions
- Every call transcribed, for quality and review

## For clients who would rather call

Many of Medux’s clients prefer to arrange things by phone. As the number of clients grew, customer service became harder to scale. So we built an AI voice for the routine phone work, with handover to a staff member for difficult and urgent questions.

## The figures

4,000 calls a month, 80% of them handled by AI. A 70% cost saving and a 7.8 rating for the AI conversations. The figures were measured by Medux.

## About Medux

Medux is a Dutch healthcare organisation that supplies assistive devices and care technology, including for people with reduced mobility.

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