How PlatinumRx Improved Inbound Healthcare Support at Scale with Ringg
PlatinumRx partnered with Ringg to improve inbound support at scale through AI voice agents that could understand customer needs, retrieve relevant order information, and route conversations to the right team in real time.
50%
L0 containment rate
35%
L1 qualification and transfer rate
90 sec
Average handling time (AHT)
Overview
For PlatinumRx, inbound support is not just about answering calls. It is about responding quickly and guiding users to the right outcome without creating unnecessary friction.
As the business scaled, that became harder to do with a human only model. Customers were calling in with a wide range of needs, from support queries to sales related intent, and the challenge was not just handling volume. It was doing so quickly, consistently, and without letting important conversations slip through.
That was the problem PlatinumRx wanted to solve.
It needed a way to handle rising call volumes, qualify customer intent accurately, and route each conversation to the right team without depending entirely on human bandwidth.
Why inbound healthcare support becomes harder as volume grows
Inbound support in healthcare can become unpredictable very quickly.
Customers do not always call with a clear, neatly defined request. Some need help with an order, some are looking for medicine related information, some are still deciding what to buy, and others ask open ended questions that can shift into areas like medical advice, where the response needs to be handled carefully.
That creates two operational challenges at once:
- First being speed. Before Ringg, average response times were already above two minutes, and the human team could realistically handle only around 500 calls a day.
- Second being consistency. At higher volumes, support teams were spending too much time dealing with repeated follow-ups, misrouted conversations, and calls that were being marked faulty or abusive before the actual customer intent was understood. In the process, genuine sales opportunities were being missed.
PlatinumRx needed a system that could answer quickly, understand what the customer actually wanted, and move the conversation to the right destination without creating more support burden downstream.
How PlatinumRx built an inbound support layer with Ringg
PlatinumRx used Ringg to create an AI-led inbound support workflow on top of its existing telephony setup.
When a customer called, the Ringg agent handled the first layer of the conversation. It identified the customer’s intent, made the relevant API calls to fetch order or medicine information, and provided the right response in real time. Where needed, it routed the conversation to the relevant team, whether that was support or sales.
AI led inbound call handling
Real time intent detection across support and sales conversations
Backend API integrations for medicine search and order information
Deterministic flows for sensitive or off-track conversations
Real time routing to the relevant human team when needed
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Why the model worked for PlatinumRx
A strong inbound support experience does not just depend on answering the call. It depends on understanding what the customer wants and moving the conversation forward without delay.
Ringg handled the first layer of intent discovery quickly and consistently. In many cases, the AI agent could resolve the conversation fully at L0. In others, it could qualify the customer properly and send the call to the right team with context already established.
This mattered because it changed the role of the human team, instead of spending their time on basic sorting, repeated callbacks, or unclear conversations, the team could focus on the interactions that actually required human judgment or intervention. That made support operations easier to scale while also reducing the risk of missed sales conversations.
“Ringg helped us bring much more structure to a high-volume support workflow. The AI could understand what the customer needed, resolve a large share of calls on its own, and make it much easier for our team to step in only where human intervention was actually needed.”
What changed across support quality and operational efficiency
50%
L0 containment rate
35%
L1 qualification and transfer rate
90 sec
Average handling time (AHT)
30,000+
Calls handled per month
Built to work inside PlatinumRx’s support stack
The deployment was designed to fit into PlatinumRx’s existing operating environment, not sit outside it.
Ringg worked with PlatinumRx’s Knowlarity setup and integrated with backend systems to retrieve medicine and order related information in real time. The system supported both Hindi and English, ran in a cloud environment, and used PlatinumRx’s policy and business documents as part of its knowledge base.
It also made the AI agent more useful in real conversations, because it was not limited to generic responses. It could draw on structured business information, fetch customer specific details, and help steer the conversation toward the right outcome without unnecessary transfers or dead ends.
Built for healthcare support speed, routing, and reliability
The details support, operations, and engineering teams care about before rollout.
BUILD YOURS NEXT
Your support calls. Handled with context.
This shows what AI first inbound support looks like at scale. Customer intent understood in real time. The right conversations routed to the right team without adding support overhead.
In healthcare support, clarity wins. With AI, clarity finally scales.
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