Proactive patient communication with AI Agents
VGM uses proactive AI agents to automate patient communication, coordinating appointments and transport. In order to streamline patient communication, VGM launched proactive AI agents. $1.5M OPEX Savings 9 out of 10 customer satisfaction score 30 Coordinators reassigned to revenue generating value-add tasks Watch their success story! After launching all journeys in one quarter, the solution reached its operational target within 4 months — months ahead of schedule.
- Agent or tool
- Cognigy
- Topic
- Customer Support
- Reported on
- Case study (Cognigy)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 343 by interest), and one of 28 involving Cognigy.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Cognigy or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Cognigy.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Cognigy): https://cognigy.com/en/case-study/vgm-group. Our summary is a paraphrase; details are in the source.
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