Benevis LLC, a dental practice management company serving 1.2 million patients annually, partnered with IntelePeer to resolve call center inefficiencies affecting Medicaid patients. Facing high call volumes and extended wait times, Benevis implemented IntelePeer’s SmartAgent AI platform.
An intent study revealed that 61% of calls involved appointments while only 13% required live agents. SmartAgent automated appointment scheduling, rescheduling, and confirmations, allowing human agents to focus on complex cases.
Results included dramatically reduced call center workload, faster service delivery, and hundreds of thousands in operational savings. The AI solution integrated seamlessly with existing systems and provided scalability for future automation. IntelePeer’s conversational AI delivered measurable ROI while enhancing patient experience and maintaining compliance standards.
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The case study was led by Neha Mittal and Munir Mandviwalla for the Institute for Business and Information Technology (IBIT) at Temple University. The case has been accepted for publication by Ivey Publishing, a leading case publisher in over 136 countries.
