Healthcare Industry
Teneo AI for Patient Logistics100% Output ControlBest Integrations EngineResolved patient interactions
AI Voice for Healthcare100% output control. Happy patients.
- 100% Output Control
- HIPAA Compliant
- ISO 27001
- Any API or MCP
- 86+ Languages
- Public API
100% output control
Best-in-class integrations engine
Open architecture — no limitations
The Result: Patient interactions resolved, not deflected. Pilots in 2–4 weeks.
The Proof
Medtronic, audited outcomesWhat resolved interactions look like at scale:Medtronic across 10 business units
and 60+ contact centers
With Teneo, we achieved better results than we could have imagined, and the success in Cardiovascular led other contact centers to adopt the same approach.
Medtronic Case Study
Medtronic is the leading global healthcare technology company, supporting over 70 health conditions through cardiac devices, surgical robotics, insulin pumps, and patient monitoring systems.
Their contact center challenge was familiar: 63 call centers, 2,000+ agents, a legacy IVR, and cardiovascular patients — people calling about pacemakers and defibrillators — waiting longer than the clinical situation warranted. The system was deflecting calls, not resolving them. Teneo changed that.
Teneo was deployed first in the Cardiovascular Group — the highest-stakes unit, where every misrouted or unresolved call carried patient risk. The commercial and operational results were immediate.
The LLM PRODUCT Architecture Problem
Why LLM Products fail at healthcare scaleMost healthcare AI: zero output control.Teneo: 100% output control.
Here is how the architecture determines which.
Contained is not resolved
Most AI platforms do the same thing with a more sophisticated front end. The call doesn't reach an agent, so it counts as 'contained'. The patient didn't get what they needed, so it isn't an outcome.
It comes down to architecture
The reason most healthcare AI deflects rather than resolves comes down to architecture. A generic LLM product puts a large language model — GPT, Claude, Gemini — in front of a chat or voice interface and generates responses based on prompts.
Interaction is not accuracy
It can handle interaction without a human agent. But it cannot guarantee consistency, or that the response is correct, protocol-governed, or clinically appropriate.
Where a LLM product Breaks
The problem is not that LLMs give wrong answers intentionally. It is that they generate the most statistically probable response — which in a clinical context may differ materially from the correct, protocol-governed response. In healthcare patient logistics, the failure modes are concrete:
Incorrect appointment eligibility
An LLM product giving a patient incorrect appointment eligibility based on generic data rather than actual insurance coverage and referral status creates downstream clinical and administrative failures.
Triage protocol drift
An LLM product summarizing triage protocols from prompts rather than applying your current clinical pathways creates inconsistency that carries patient safety risk.
Device support failure
An LLM product handling device support queries — a pacemaker alarm, an insulin pump error code — from a prompt rather than the manufacturer's approved troubleshooting guidance is a regulatory and safety exposure.
HIPAA compliance breach
An LLM product processing patient health information without auditable PII scrubbing and HIPAA-compliant data handling is a compliance violation, not just a risk.
These are not edge cases in healthcare contact centers. Device support, clinical protocol guidance, appointment eligibility, and insurance verification are the core high-volume workflows. They are also the workflows where the accuracy bar is highest and the consequences of error are most serious.
Certifications and compliance
THE STANDARDS Healthcare ACTUALLY REQUIRECertified for the compliance bar healthcare operates under
HIPAA
Teneo supports HIPAA-compliant deployments for all patient-facing workflows. Built-in PII detection and real-time scrubbing apply to every voice and chat interaction. Medtronic completed a several-months vendor risk assessment with Teneo before scaling deployment — all findings were remediated. Patient health information is never used to train public LLMs.
ISO 27001
Teneo's full organization is ISO 27001 certified.
SOC 2 Type II
Independent audit of Teneo's security, availability, and confidentiality controls. Required by most enterprise healthcare procurement teams as a baseline for cloud-based AI platforms handling patient data.
GDPR
Patient data processed by Teneo is handled in compliance with GDPR. Data residency options available — EU-based deployment for European health systems with data sovereignty requirements.
EU AI Act
Teneo is compliant with the EU AI Act framework. Relevant for European healthcare organisations deploying AI in patient-facing workflows covered under the Act's requirements for high-risk AI systems.
PII scrubbing
Built-in PII detection and real-time redaction apply automatically to every interaction. Patient identifiers, health information, insurance details, and device data are masked and anonymized in logs. Full audit trail maintained for compliance reporting.
USE CASES
FROM appointments TO billingPatient logistics interactions Teneo resolvesend to end
Appointment and Scheduling
Device and Product Support
Billing and Administrative
Referral
- Referral status tracking
- Next-step guidance
- Real-time referral status lookups and pipeline position checks, answered instantly instead of waiting in an agent queue for a seconds-long system query
- Clear next-step explanations and required-action prompts pulled directly from system records
Every flow, policy-aware and production-ready. Teneo automates conversations end-to-end — not just FAQs — with guardrails your airline’s operations and compliance teams can trust.
Proof Points
MEASURED IN PRODUCTION, NOT IN PITCHES6M
Cost saved by Medtronic with Teneo.
1.5
MCall handled by Teneo at Medtronic.
36K
Agent hours freed at Medtronic — redirected to interactions requiring human judgment, not consumed by routine queries the AI could resolve.
0.40
$25.96 → under $12 — cost per contact reduction in Medtronic’s Cardiovascular Group. Driven by interactions resolved by AI rather than handled by agents.
-55
%Reduction in misrouted calls at Medtronic — from 9% to 4% misrouting rate.
-37
%Reduction in patient wait time at Medtronic vs pre-Teneo baseline.
86
+Languages supported natively from a single platform instance — covering multilingual patient populations.
2-4
weeksTypical pilot launch timeline from first discovery call to live patient interactions.
questions answered
Healthcare Patient Logistics AI
Is Teneo HIPAA compliant for patient-facing healthcare AI?
Yes. Teneo supports HIPAA-compliant deployments for patient-facing workflows. Built-in PII detection and real-time scrubbing apply to every voice and chat interaction. Patient health information is never shared with large language models.
What results has Teneo delivered in healthcare?
Medtronic deployed Teneo with 10 business units and 60+ contact centers: $6M saved, 1.05M patient interactions answered. 36,000 agent hours freed. Misrouted calls from 9% to 4%. Wait time down 37%. Service level from 51% to 69% and more.
How quickly can Teneo deploy in a healthcare contact center?
Most healthcare pilots launch within 2 to 4 weeks of the first discovery call, with resolved interactions from day one of live traffic. Full deployment across scheduling, device support, billing, and diagnostic routing typically completes within 60 days.