Case study BetterDocđź©ş

AI voice agent supports call handling

AI voice agent supports call handling

AI voice agent
supports call handling

At BetterDoc, an AI voice agent from VIER handles call greetings and answers FAQs, supporting employees especially during peak call times.

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BetterDoc uses VIER AI Studio

50,000

requests per year

1,000

bot conversations per month

3

languages

Challenge

“Which doctors specialize in my condition?”

Patients who are looking for a suitable specialist or clinic for their medical concerns often face a challenge: the multitude of doctors, clinics and information can quickly become confusing. Different sources, reviews and recommendations make it even more difficult to find the right treatment. This is exactly where BetterDoc comes in.

The company offers support in Germany and Switzerland in the search for specialized doctors and clinics for effective treatment, a successful operation or an independent second opinion. Over 50,000 inquiries are received annually online or by telephone via an ACD. 30 of BetterDoc's more than 200 employees take on these inquiries and then initiate the search for specialists within the medical team.

The service is financed in particular by health insurance companies and companies with which BetterDoc works. The service is completely free of charge for users. "Our aim is to provide patients with reliable, data-based guidance in the healthcare system so that they can receive the best possible treatment from the most suitable doctor," says BetterDoc COO Dr. Carsten Filthuth. "BetterDoc itself does not offer medical treatment or diagnostics," emphasizes Filthuth, "but is a neutral point of contact for patients looking for specialists. There are no contractual ties to specific doctors or clinics. Independence is our trademark!"

BetterDoc receives a large number of additional telephone inquiries, especially in October, November and December – because insured persons in Switzerland can change their health insurance provider every year. Many people contact BetterDoc in advance to enquire about the service. "On average, we have 30 percent more calls during this tariff change phase than during the rest of the year. To manage this, we also offer a call-back service. But we wanted to find a more innovative solution," explains Clara Stamer, who, as the project manager at BetterDoc, has an eye on the entire process for more efficient telephone inquiry handling. The decision was made in favor of an AI voice agent from VIER.

What solution does VIER offer?

Solution

One voice agent – several languages

To manage the high number of calls in Switzerland, the company now uses an innovative AI voice agent from VIER: "Our voice agent is called 'Betty', speaks German and French in a female voice and welcomes all callers to our hotline," says Filthuth. "For calls in Italian, we have chosen a male voice, 'Betto'," explains Stamer.

"The voice agent is available at the beginning of the call and answers frequently asked questions. For example, they provide callers with general information about the company, our range of services, the process of searching for suitable specialists and the processing time. Questions about the documents and data required for processing, the terms of use of individual health insurance companies or the switching process are also answered. In addition, voice agent Betty recognizes specific concerns and assigns callers to a suitable employee via the ACD."

The voice agent was created using VIER AI Studio, an intuitive tool that makes it possible to create and operate your own GenAI-based agents quickly and easily. "This has greatly accelerated and simplified the entire process of designing the bot," confirms Filthuth. The bot has now been in use around the clock since fall 2025.

Benefit

"Hello Betty, I need to speak to an employee!"

"The initial experience has been very positive," reports the COO. "The bot has been very well received by callers, and not only by the younger ones, but also by older callers. Our callers also quickly realize that they can end the dialogue with the voice agent at any time, for example if they want to speak to an employee."

On average, Betty has handled around 1,000 conversations per month so far, noticeably reducing the workload on employees. "This is exactly the result we wanted," says Stamer. "The high volume of inquiries in connection with the change of health insurance provider presented our Swiss team with a major challenge. Together with VIER, we were able to relocate the ongoing bot project from Germany to Switzerland at short notice – with great success. This underlines the close and flexible cooperation with VIER." In order to determine customer satisfaction with the voice agent in concrete terms, BetterDoc plans to conduct follow-up telephone surveys with the VIER Outbound Manager.

Customer testimonial

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Dr. Carsten Filthuth

COO

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"Our voice agent was created with the help of VIER AI Studio, which simplified and accelerated the implementation of our wishes and ideas. We did a really good joint project with VIER - very pleasant!"
[Quote from February 5, 2026]

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VIER AI Studio

Low-code bot designer

With VIER AI Studio, you can create intelligent AI agents that automate processes, connect systems and make knowledge accessible. Fast, secure and individual – without any programming effort.

More about VIER AI Studio

About BetterDoc

The company was founded in 2012 with the aim of providing patients with better guidance in the healthcare system and helping them to receive the best possible treatment from the most suitable doctor. BetterDoc is active in Germany and Switzerland and employs more than 200 people, including many doctors and medical professionals. They provide support in the search for specialized doctors and clinics for effective treatment, successful surgery or an independent second opinion.

More about BetterDoc

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