How a Leading Healthcare Diagnostics Company Recovered Churned Leads and Achieved a 12% Consent Rate?

Challenges and Goals

A fast-growing healthcare diagnostics company in India was struggling to fully utilize its lead pipeline due to limited human bandwidth. With a high volume of daily leads, many went unaddressed, not due to lack of potential, but because agents couldn’t reach them all. This led to consistent pipeline leakage, with high-intent prospects slipping through before engagement.

The company aimed to ensure timely engagement and proper qualification of every lead without adding strain on its human workforce. To achieve this, they outlined five key objectives for the solution.

Objectives

1. Automate the lead qualification process to improve conversion rates and remove the dependency on manual agent effort for every lead interaction.
2. Ensure no lead is wasted due to capacity constraints, so that every potential customer who expressed interest had a genuine opportunity to be engaged and converted.
3. Capture each lead's interest and diagnostic test preferences through AI-driven conversations, surfacing structured intent data that the sales team could act on in their follow-ups.
4. Drive opt-in rates comparable to human agents, ensuring that the introduction of automation did not compromise the quality or effectiveness of customer engagement.
5. Prepare the groundwork for scaling automation to inbound queries, laying a foundation that could be extended beyond outbound lead qualification to handle the full breadth of customer interactions.

To meet these goals, the company needed an intelligent solution that could step in wherever agents left off autonomously qualifying leads, capturing diagnostic interest, securing consent, and passing fully enriched lead profiles to the sales team without any manual intervention.

Rezo’s Approach and Solution

To address the company’s lead pipeline challenge, Rezo deployed its Agentic AI solutions to automate the lead qualification process end to end.

1. Agentic AI Autonomously Handles Overflow Leads: Rezo's Agentic AI independently takes over leads that have not been addressed by the company's agents, ensuring that no lead in the pipeline goes cold due to bandwidth limitations. The AI acts as a seamless extension of the sales team, engaging overflow leads with the same intent and quality as a human representative.
2. Initiates T+1 customer calls to engage and capture customer interest: The AI initiates outbound calls the very next day (T+1) to engage leads and capture customer interest before intent fades. By contacting leads within this critical window, the platform significantly improves the likelihood of a meaningful conversation and a positive outcome.
3. Extracts diagnostic test names from conversations to qualify leads​: During each interaction, the AI extracts diagnostic test names and relevant details directly from the customer's conversation. This transforms unstructured dialogue into structured qualification data, giving the sales team the specific context they need to follow up with precision and relevance.‍
4. Tags leads with opt-in/interest for downstream sales using autonomous reasoning​: Using autonomous reasoning, the AI tags each lead with opt-in status and interest indicators based on what was expressed during the conversation. This ensures that every lead handed off to the sales team is enriched, categorized, and ready for targeted follow-up without requiring any manual data entry.

Workflow designed for Lead Qualification and Interest Capturing:

Rezo AI’s virtual assistants helped power a five-stage workflow that took each lead from first contact through to a fully qualified, sales-ready handoff

1. Lead Intake with Context- Each lead is received and logged with full contextual information, ensuring the AI begins every conversation with the relevant background needed to engage meaningfully. 
2. Interest Detection for Test –  The AI identifies and captures the specific diagnostic tests a customer is interested in, surfacing intent data that is critical for downstream qualification and personalization. ‍
3. Consent Capture –  Opt-in consent is obtained during the conversation, ensuring that all subsequent outreach is compliant and aligned with the customer's explicitly expressed     preferences. ‍
4. Custom Category Tagging –  Each lead is automatically tagged with custom categories based on the interaction, enabling precise segmentation and prioritization by the sales team. 
5. Sales Handoff with Full Context –  Qualified leads are transferred to humans' sales agents complete with all conversational context, extracted preferences, consent status, and tags enabling agents to pick up exactly where the AI left off.

Results and Impact

The deployment of Rezo’s Agentic AI solution delivered measurable impact on the company’s lead pipeline operations. By automating the qualification and engagement of churned overflow leads, the company was able to recover a significant portion of its previously unaddressed pipeline.

1. ~50% of daily churned leads were handled autonomously by Rezo’s Agentic AI solutions. Leads that otherwise would have gone uncontacted due to agent capacity constraints.
2. 12% consent rate achieved via automation from churned data. The AI’s ability to initiate timely, contextually relevant conversations enabled it to drive opt-in rates that are meaningfully comparable to what human agents achieve.
3. T + 1 contacting achieved seamlessly. Every overflow churned lead was engaged the very next day, ensuring that customer interest was captured within the optimal window and no qualified lead was lost to delay.

Thus by leveraging Rezo’s AI Agents, the company transformed its lead management operations, moving from a model limited by human bandwidth to one where every lead in the pipeline is engaged, qualified and enriched automatically. The deployment also laid a strong foundation for the company’s next objective: extending AI automation toits inbound queries handling, further scaling the impact of the solution across the full customer engagement lifecycle.