What is the AI Voice Resupply pilot?

An AI voice agent that places outbound CPAP resupply calls — eligibility-checked beforehand, identified as automated within the first sentence per FCC guidance, with live handoff to a human CSR when the conversation exits the script.

Why is this a pilot and not a product?

The production SMS/email/IVR resupply automation is generally available today. The AI voice layer is in pilot because conversational tuning needs real DME interactions to mature.

What does the pilot cost?

The pilot fee is waived for the first cohort in exchange for weekly feedback during the first 60 days and permission to share anonymized outcome ranges.

Who handles calls that go beyond the script?

Calls route to your CSR queue within ~10 seconds with the transcript pre-loaded. Patients never feel stuck with a bot.

Pilot Program · Limited Availability

AI Voice Resupply Outreach — Pilot

Q: Is this TCPA compliant?

Yes. Patient consent is captured at intake, opt-outs honored at the patient level, calling-hour rules enforced per state, and the agent identifies as automated per FCC guidance.

An AI voice agent placing eligibility-aware resupply calls — backed by Intermedia's UCaaS infrastructure and SynergyIQ's DME resupply automation. We're piloting with a small number of DMEs in 2026.

Apply for the pilot See the production engagement

What the pilot actually does

An AI voice agent placing outbound resupply calls — same workflow as a CSR, faster, and at any time of day. Pilot scope is narrow on purpose:

CPAP resupply only

Initial pilot scope: 90/180-day CPAP resupply outreach with ResMed AirView or Philips Care Orchestrator usage data wired in.

Eligibility check first

Real-time clearinghouse query before each call. Lapsed-coverage patients never get dialed.

Intermedia voice backbone

Calls placed through Intermedia's UCaaS — caller ID, call quality, and recording all enterprise-grade.

Live handoff to your CSR

Any conversation that exits the script bounces to your CSR queue with the transcript pre-loaded. Patient never feels stuck with a bot.

Full transcript + recording

Every call recorded, transcribed, and posted to the patient's Brightree record. Audit-ready by default.

TCPA + opt-out compliant

Consent captured at intake, opt-out honored at the patient level, calling-hour rules enforced per state.

Why this is a pilot, not a product

We're explicit about this so nobody buys an expectation we haven't met.

What we know works

The non-voice resupply automation (SMS / email / IVR) is production-grade and delivered today as a paid engagement. The Intermedia voice infrastructure is also production-grade and is now part of SynergyIQ's stack as a reseller.

What we're piloting

The middle layer — an AI voice agent that handles the conversation naturally, hands off to a human cleanly, and stays within DME-specific compliance boundaries (TCPA, HIPAA, patient consent). The model and conversation flow need real DME interactions to tune properly.

What we're asking of pilot partners

Approximately 50–200 monthly resupply contacts to run through the system, willingness to give weekly feedback for the first 60 days, and clearance to share anonymized outcome ranges with future pilot cohorts. The pilot fee is waived for the first cohort.

What we won't do

Pretend the bot is a human

The agent identifies as automated within the first sentence per FCC guidance. Patients know.

Push patients past their consent

If the patient is uncertain or asks for a human, the call routes to your CSR within 10 seconds.

Sell pilot results as production results

Pilot outcomes will be shared transparently — including the failure modes we're still working on.

Apply for the pilot cohort

The leakage audit doubles as the pilot intake. We'll tell you on the call whether you fit the pilot profile or whether the production resupply engagement is a better starting point.

Apply via the audit Production resupply engagement