Discover the proven strategies behind healthcare AI success
We’re excited to share the insights from our exclusive webinar, “Compliance Meets LLMs: How Medtronic Is Using Conversational AI to Revolutionize Medical Device Support” – now available on demand with unprecedented detail about one of healthcare’s most successful AI implementations.
In this comprehensive 1-hour session, Medtronic and Teneo.ai reveal the real-world results of deploying voice-first agentic AI agents in one of the most sensitive and highly regulated sectors: medical device support. This isn’t just another AI pilot program – it’s a proven partnership that has transformed healthcare support while delivering measurable ROI.
The Remarkable Results: 7 Years of Proven Success
The numbers speak for themselves. After seven years of partnership with Teneo.ai, Medtronic has achieved extraordinary results that demonstrate the transformative power of properly implemented healthcare AI:
Financial Impact
- $9-10 million saved by the Cardiovascular group alone
- Cost per contact reduced from $26 to below $12 – a 54% reduction
- 4-5 hours per week saved for sales representatives, enabling 3 additional sales calls weekly
- 700 contact center agents freed up for complex, empathetic conversations requiring human expertise
Operational Scale
- 13 active voice-first agentic AI agents currently deployed across 135 countries
- 5 internal agents serving employees across HR, IT, and legal functions
- 8 external agents supporting patients, healthcare providers, distributors, and sales teams
- 17 additional agents on the roadmap for expanded capabilities
Security and Compliance Achievement
- HIPAA and PCI DSS compliant implementation across global operations
- Medical-grade security standards maintained across all 135 countries of operation
Featured Speakers and Expertise
This webinar was presented by industry leaders who bring decades of combined experience in healthcare AI implementation:
- Kristen McFadden Gandhi, VP Customer Sales and Engagement at Teneo.ai
- Michael Altieri, Service Delivery Manager for Virtual Assistants at Medtronic
- Jesse Valley, Platform Architect and Principal IT Technologist at Medtronic
Together, they explored how AI can be implemented safely in HIPAA-aligned environments, the governance frameworks required for success, and the architectural strategies that enable scalability across a global healthcare enterprise.
7 Key Insights: What Makes Healthcare AI Successful
1. Voice-First Agentic AI for Medical Device Support
Unlike consumer chatbots, Medtronic’s implementation showcases how voice-first agentic AI agents can enhance customer service and device support experiences without embedding AI into the medical devices themselves. Their AI agents don’t just answer questions – they reason, plan and act with medical-grade precision.
Real-world example: When a patient asks about ham radio compatibility with their pacemaker, the AI doesn’t guess. It accesses exact technical specifications and responds with life-critical accuracy: “Stay 24 inches away for devices over 15 watts.” This level of precision is what separates healthcare-grade AI from consumer applications.
2. Deploying LLMs in Regulated, HIPAA-Aligned Environments
The webinar reveals real-world lessons for safely integrating Large Language Models into sensitive device support operations. Medtronic’s approach demonstrates that rigorous security doesn’t slow innovation – it enables sustainable, scalable AI deployment.
Key security measures:
- Comprehensive vendor risk assessment process
- Multi-layered security reviews across architectural, data privacy, and compliance teams
- RAG (Retrieval Augmented Generation) implementation using only approved, vetted medical documentation
- Post-processing guardrails to prevent inappropriate responses
3. Agentic AI Beyond Clinical Care
The implementation showcases how intelligent, autonomous AI agents are transforming user support and engagement without replacing clinical decision-making. The AI handles routine inquiries with 24/7 availability, freeing healthcare professionals for complex, emotional conversations that require human empathy.
Current capabilities include:
- Instant device troubleshooting with video tutorials
- Error code resolution for medical devices
- Technical support available in multiple languages
- Sales enablement with instant documentation access
- Employee support across HR, IT, and legal functions
4. Framework for Scaling AI in Medical Device Enterprises
Medtronic’s journey provides a practical model for identifying, validating and expanding AI use cases across healthcare organizations. Their approach emphasizes starting with proven, low-risk applications and gradually expanding to more complex use cases.
Scaling strategy:
- Begin with internal employee support (HR, IT, legal)
- Expand to external customer service and technical support
- Implement cross-functional orchestration between specialized AI agents
- Plan for proactive monitoring and intervention capabilities
5. Governance, Compliance & Architecture Strategies
The webinar details proven approaches to ensuring safe, explainable, and compliant AI adoption in healthcare technology. Medtronic’s governance framework balances innovation with the stringent requirements of global healthcare regulation.
Governance principles:
- Security by design from initial development
- Continuous monitoring and validation of AI responses
- Clear escalation paths to human experts
- Regular audits and compliance reviews
- Transparent citation of all AI-generated responses
The Vision: Proactive Healthcare with Virtual Earl
While celebrating current achievements, the webinar also reveals Medtronic’s ambitious vision for the future. “Virtual Earl” – named after company founder Earl Bakken – represents their roadmap for proactive healthcare AI that could fundamentally transform patient care.
Industry Impact and Implications
Medtronic’s success demonstrates that healthcare AI can deliver significant ROI while maintaining the highest standards of patient safety and regulatory compliance. Their approach provides a blueprint for other healthcare organizations looking to implement AI responsibly.
Key success factors:
- Patient-first approach: Every AI implementation prioritizes patient safety and care quality
- Regulatory excellence: Compliance isn’t an afterthought – it’s built into the foundation
- Human-AI collaboration: AI enhances rather than replaces human expertise
- Measurable outcomes: Clear metrics demonstrate value and guide continuous improvement
- Scalable architecture: Platform designed for global deployment across diverse use cases
Access the Complete Webinar
This comprehensive session provides unprecedented insight into one of healthcare’s most successful AI implementations. Whether you’re a healthcare executive, IT leader, or AI professional, the strategies and lessons shared by Medtronic’s team offer valuable guidance for your own AI initiatives.
Contact us to learn more about how Teneo.ai is pioneering secure, compliant AI in the healthcare technology space and how our voice-first agentic AI platform can transform your customer engagement while maintaining the highest standards of security and compliance.
For more information on Teneo Agentic AI and how it can safely accelerate customer engagement in regulated industries, visit our Solutions Page.