Diamond Recovery specializes in addiction and mental health treatment throughout the US. Their facilities offer a comprehensive range of services, including medically assisted detox, residential treatment, outpatient programs, and specialized therapies for co-occurring mental health disorders, all tailored to support individuals on their journey to lasting recovery.
Challenges
Scaling patient support became harder as sites doubled, with at-risk patients needing fast, empathetic help and manual data collection slowing processes.
Solution
An AI agent resolves requests with empathy, captures enrollment details upfront, and frees staff to focus on urgent cases while scaling with demand.
Result
Higher enrollment rates, 40+ FAQs resolved automatically, and a 74% containment rate, reducing staff workload and improving patient experience.
Challenge
Diamond Recovery pride themselves on their ability to provide personal experiences for patients at every step of their journey. They’re invested in the long-term recovery of every person they treat, a promise that was becoming more difficult as they expanded into more states and received more calls. Diamond Recovery needed a solution that could handle the increased call volume (500 per day and growing) while still providing that personal experience.
The sensitivity of the call types and vulnerability of the callers meant they couldn’t implement a robotic, run-of-the mill solution. They needed an AI agent that was sophisticated enough to alter its reaction based on the caller’s intent, answer common questions, and collect patient information in an empathetic and humanlike manner.
"We need a solution that would enable us to grow and expand the scope of our care without sacrificing service. "
Solution
Throughout the evaluation process, Diamond Recovery focused on vendors that would empower their mission of providing compassionate and empathetic care to individuals suffering with addiction and mental health issues. PolyAI stood out for its quality of voice AI technology, ability to scale and commitment to Diamond Recovery’s mission of providing personal patient care. When patients call Diamond Recovery, they are immediately greeted by a calm and reassuring voice.
The AI agent asks diagnostic questions, collecting information on the issues the patient is struggling with and commending them for seeking help. The agent collects personal information, insurance credentials, and more in free-flowing, personalized conversations that don’t force patients to repeat themselves or limit how they speak. This information is then securely passed on to a specialist team who can use it to set up a treatment plan.
Results
Overall call containment
FAQs answered
Since implementing PolyAI, the Diamond Recovery team has experienced multiple positive results. Most importantly, patients appear to be as comfortable engaging with the AI agent for their initial diagnosis as humans. Patient enrollment has increased as demand for mental health and substance use disorder services have skyrocketed.
Furthermore, with automated information collection and 74% of all calls contained, Diamond Recovery staff are able to stay focused on achieving their mission of providing individuals with a personalized treatment plan that’s designed to meet their unique needs.
"The PolyAI agent scales to meet our peak call volumes , relieving our overburdened staff and ensuring all calls are triaged efficiently for empathetic patient care ."
Future Plans
Diamond Recovery and PolyAI will continue to work together to improve the experience for an even greater number of patients. Having decided to start with voice, Diamond Recovery’s most popular channel, the AI agent will expand to cover webchat as well to increase patients’ engagement capabilities.
Additionally, outbound functionality will be developed to engage with alumni patients to check on their progress and use their feedback to further improve the patient experience.
"The PolyAI team are fantastic partners . They’re dependable and ready to support our patients around the clock."
