# Case Study: US Eye

**US Eye slashes caller wait-time with an AI “Agentic Workforce” powered by raia**

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**Snapshot**

| **Metric**                                          | **Before raia**                                       | **After raia (AI Call-Assist Agent)**                                 |
| --------------------------------------------------- | ----------------------------------------------------- | --------------------------------------------------------------------- |
| Average time to find an answer during a call        | **4 min 30 sec** on-hold while staff searched manuals | **< 55 sec** (-80 %) — answer surfaced instantly in the agent console |
| First-call resolution rate                          | 62 %                                                  | **89 %**                                                              |
| Caller abandonment                                  | 11 %                                                  | **4 %**                                                               |
| Locations, doctor rosters & insurance plans indexed | Manual lists for 60+ clinics                          | **Dynamic vector store** refreshed nightly                            |
| Equivalent human workload offset                    | —                                                     | Capacity equal to **≈ 5 FTEs**                                        |

> “With raia, every support rep has a virtual expert at their fingertips. Calls are shorter, answers are accurate, and patients feel the difference.”\
> \&#xNAN;**– VP Patient Services, US Eye**

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#### 1 | Company & Challenge

**US Eye** is a physician-led network of ophthalmology and optometry practices with **60 + locations across Florida, the Carolinas, and Virginia**. Rapid growth left the support centre juggling:

* Varying clinic hours, specialties, and doctor schedules
* Differing pre-op and post-op procedures by location
* Dozens of accepted insurance plans that change each quarter

Agents spent minutes rifling through PDFs or transferring callers—driving long hold times and caller frustration.

<figure><img src="https://3660801743-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fr7aJ5Cs5vSNgj1v0N5pV%2Fuploads%2FzttbAj5aWVHuz8Dqn3O1%2FScreenshot%202025-08-02%20at%207.41.42%E2%80%AFPM.png?alt=media&#x26;token=905dca40-0d20-4afb-9901-df51c9442232" alt=""><figcaption></figcaption></figure>

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#### 2 | Why US Eye chose raia

* **Bulk document ingestion** — 8 000 + policy PDFs, doctor bios, insurance matrices, and EMR FAQs were drag-and-dropped into Launch Pad; auto-vectorised for semantic search.
* **Real-time console integration** — the AI sits in a side panel of US Eye’s Five9 softphone, surfacing answers as agents type or speak keywords.
* **Nightly sync pipeline** — any update in the corporate SharePoint refreshes the knowledge base before the next business day.
* **CoPilot feedback loop** — during a 30-day shadow phase, supervisors thumbed up/down AI suggestions, pushing precision above 96 % before going live.

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#### 3 | Solution Design

| **AI Agent**                 | **Primary Role for Support Reps**                                                                                      | **Key Integrations**           |
| ---------------------------- | ---------------------------------------------------------------------------------------------------------------------- | ------------------------------ |
| Call-Assist Agent            | Listen (text stream) to caller’s question, search vector KB, display top answer & citation instantly; log interaction. | Five9 CTI, SharePoint doc feed |
| Insurance-Lookup Micro-agent | Autocomplete payer name, verify plan acceptance by clinic, display copay notes.                                        | EMR API, nightly payer feed    |
| Procedure-Prep Micro-agent   | Retrieve location-specific pre-op & post-op instructions, text/email to patient on demand.                             | Twilio SMS, SendGrid email     |

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#### 4 | Implementation Timeline

1. **Weeks 1–2** – Collect & convert policies, schedules, insurance lists to clean Markdown; bulk upload to raia Launch Pad.
2. **Weeks 3–4** – Shadow mode in CoPilot across two call-pods; gather feedback, tune prompts.
3. **Week 5** – Go-live for all agents; nightly SharePoint sync turned on.
4. **Month 3** – SMS / email integration added for instant patient hand-offs.

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#### 5 | Early Outcomes (first 90 days)

* **Call answer-search time cut 80 %** (4 m 30 s → < 55 s).
* **First-call resolution up 27 percentage points** (62 % → 89 %).
* **Caller abandonment nearly halved** (11 % → 4 %).
* AI capacity equals **≈ 5 full-time agents**, allowing US Eye to absorb seasonal peaks without overtime.

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#### 6 | Next Steps

* Expand the knowledge base to include **LASIK financing FAQs** and **clinical trial enrollment**.
* Deploy Spanish language pack for bilingual service lines.
* Add analytics dashboard to surface most-asked questions and drive policy updates.