HealthCare
AI Agents Speed Up Optometry Invoice Support
85% Resolution Rate
Invoice queries resolved across support channels
~45-Second Resolution
Average invoice query resolution time
3x Support Capacity
Peak call volume handled without added headcount
Client: The client’s optometry discount invoicing team needed a faster way to resolve queries during peak call periods, when manual SharePoint searches slowed support teams and limited response capacity. Fulcrum Digital deployed FD RYZE® DocIntel and FD RYZE® Infinity agents to index invoice records, support real-time lookup, and automate routine customer responses across voice, chat, SMS, and email.
The Challenge
Manual Invoice Lookup Could Not Keep Up with Peak Support Demand
The client’s invoicing team needed to resolve optometry discount invoice queries quickly, but invoice records were difficult to locate during live customer interactions. As call volumes rose during peak weeks, manual SharePoint lookup and follow-up steps limited how many requests the team could complete.
Peak call volume strained the team
During peak weeks, the invoicing team received 300+ calls per day, but fewer than 20% of customer invoice queries were resolved through the existing process.
Invoice records were hard to locate quickly
Invoices were stored across vendor-specific SharePoint folders, requiring support staff to search through folder structures before they could confirm invoice details.
Manual lookup slowed every interaction
Agents spent 10–15 minutes locating invoice records during customer calls, creating delays before they could answer questions or move the request forward.
Follow-up confirmations added more work
After invoice details were found, staff still had to send invoice copies or payment confirmations manually through SMS or email, adding another step to each resolved query.
The Solution
AI-Assisted Invoice Retrieval Workflow Across SharePoint, IVR, and Support Channels
Fulcrum Digital built a workflow that connected indexed invoice records with AI agents for staff lookup and customer self-service. The solution gave support teams faster access to invoice information while allowing routine customer requests to be resolved through automated channels or escalated when human support was needed.
Scheduled invoice extraction and indexing
FD RYZE® DocIntel extracted invoice information from SharePoint on a scheduled cadence and organized records into a searchable structure for faster lookup.
Internal invoice lookup agent
An FD RYZE® Infinity agent gave support staff a chat-based way to search indexed invoice records during customer interactions.
IVR voice agent for customer queries
A customer-facing voice agent handled routine invoice requests through the IVR flow, reducing the need for every query to start with a live agent.
Real-time customer verification
The workflow checked customer details against indexed records before retrieving invoice information or triggering follow-up actions.
Automated SMS and email dispatch
Invoice copies and payment confirmations could be sent through SMS or email once the relevant invoice details were verified.
Live-agent escalation path
The workflow preserved escalation to a human agent when a request could not be resolved through automated invoice lookup or customer self-service.
Before & After
Faster Query Resolution Without Added Support Load
| Support Area | Before | After |
|---|---|---|
| Query resolution | Fewer than 20% of invoice queries were resolved through the existing process | Resolution rate improved to 85% across supported channels |
| Response time | Staff spent 10–15 minutes locating invoice details during customer calls | Average invoice query resolution dropped to ~45 seconds |
| Support capacity | Peak call periods strained the team’s ability to keep up with demand | 300+ daily calls could be handled without adding headcount |
| Customer follow-up | Invoice copies and payment confirmations required manual dispatch | Confirmations could be sent through automated SMS or email workflows |
| Support model | Routine invoice requests depended heavily on live-agent handling | Teams could focus live support on unresolved cases and escalations |
Why Fulcrum
What Made This Work
Support workflow intelligence
Fulcrum connected invoice records to the real support moments where answers were needed: live calls, customer self-service requests, and follow-up confirmations.
Agent design across user types
Fulcrum built for both sides of the support experience: internal teams handling live interactions and customers looking for self-service answers.
Support capacity without process sprawl
The approach helped the client handle higher query volume without adding more manual steps, more headcount, or more disconnected support paths.
Operational guardrails built in
The workflow verified customer details before fulfillment and kept escalation available when automation could not resolve the request cleanly.
FAQ
Common Questions
How can healthcare teams automate invoice retrieval?
Healthcare teams can automate invoice retrieval by indexing invoice records from document repositories and connecting that information to search, chat, voice, SMS, and email workflows.
How can an AI IVR agent improve invoice support?
An AI IVR agent can handle routine invoice queries by verifying customer details, retrieving the right invoice record, and triggering SMS or email confirmations without routing every request to a live agent.
Why is manual SharePoint invoice search difficult to scale?
Manual SharePoint search becomes difficult when invoice records are stored across vendor-specific folders and staff must locate the right file during live customer interactions.
How does FD RYZE® support invoice query resolution?
FD RYZE® supports invoice query resolution by combining FD RYZE® DocIntel extraction and indexing with FD RYZE® Infinity agents that help staff and customers retrieve invoice information faster.