Transformed post-discharge care with virtual agents

Introduction

A leading health and well-being company, one of the largest health insurers in the US, wanted to transform its post-discharge care management. With a rapidly growing patient base, they aimed to ensure timely follow-ups and identify high-risk patients without overburdening clinical staff.
The goal: deliver high-touch care at scale, without compromising empathy or accuracy.

The Challenge
Manual processes slowing down care continuity

The client faced critical hurdles despite its commitment to care continuity.

Manual outreach model: Relied heavily on human-led phone calls, making it time-intensive and hard to scale.
Inconsistent risk identification: Delays and variability in detecting patients needing urgent intervention.
Growing workload: Increased patient volumes were straining staff resources, affecting patient engagement.

They needed a solution that could automate routine assessments, identify red flags early, and maintain a human-like patient experience.

The Solution
AI, NLP, and avatar technology powering personalized automation

Designed and implemented a next-generation AI-powered Virtual Agent, an empathetic, intelligent assistant that mimics natural interactions while reducing staff dependency.

The solution included:

Conversational AI engine: Combined speech-to-text, text-to-speech, and NLP to enable real-time patient conversations.
Media processing pipeline: Handled audio/video streams, transcriptions, and metadata extraction for context-aware interactions.
Agent processing pipeline: Analyzed patient responses using clinical rules and emotional cues to triage risk.
3D Avatar pipeline: Created engaging, real-time avatars that added warmth and empathy to virtual touchpoints.
Smart escalation logic: Seamlessly transferred cases to live nurses or emergency teams when high-risk patterns were detected.

Business Outcomes
Real-world impact across clinical, operational, and experience metrics

Enhanced patient engagement	Human-like avatars and natural conversation flow improved post-discharge touchpoints.
Timely risk detection	AI analysis flagged signs of emotional or clinical distress earlier, enabling faster intervention.
Scalability achieved	Automated follow-ups across a larger population without increasing manual workload.
Operational efficiency	Freed up clinical staff to focus on complex cases by automating initial assessments.
Actionable insights	Patient interactions captured data that informed care plans and outreach strategies.

Future-ready, scalable patient engagement

This solution offers a scalable model for healthcare organizations looking to modernize post-discharge care, reduce manual burden, and improve outcomes. Whether you're a provider, payer, or integrated delivery network, CitiusTech’s Virtual Agent framework can help you:

Scale outreach without scaling cost
Proactively identify patients at risk
Build digital experiences that feel personal and human

Combine efficiency and empathy through Agentic AI to personalize care and improve patient outcomes

Explore how Virtual Agents can transform healthcare workflows