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How REE Medical scales veteran support with AI

REE Medical
Region

Americas

Company size

400–4,999

Industry

Healthcare

Products used

RingEX
AI Agents
Open Platform

Key integrations

Salesforce

Key metrics

300x

increase in monthly call audits with AI Conversation Expert (ACE)

99.8%

regulatory compliance rate achieved since deploying ACE

5x

more visibility into customer pain points using ACE’s keyword tracking

Overview

REE Medical faced a critical visibility gap as they scaled rapidly to support veterans' disability claims. Manual auditing could only cover 1% of interactions, leaving compliance at risk. By adopting AI Conversation Expert (ACE), the team automated their entire quality assurance process, achieving a 99.86% compliance rate and instant investigative reporting. Looking forward, REE Medical plans to integrate these AI insights directly into Salesforce to further streamline the veteran support journey.

AI Conversation Expert has been a game changer. We've gone from auditing 400 calls a month to 120,000 calls a month. When I say those numbers and report those metrics, I don't doubt it at all because it's been on point for giving the right data.

Scarlet Wheeler

VP of Corporate Compliance

About our customer

REE Medical has been a dedicated ally in the veterans' healthcare landscape for nearly a decade. Founded by an emergency room physician, the company has served more than 95,000 veterans to-date, providing its patients with accurate medical examinations and documentation to substantiate their claims with the Department of Veterans Affairs (VA). With many team members having personal experience with the claims process, REE Medical offers veterans not just services, but empathy and clarity throughout their journey.

The challenge: Operational blind spots and manual bottlenecks

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As REE Medical exploded from 40 to nearly 400 employees in just two years, the compliance department found itself buried under a mountain of data it couldn't see. The small team was forced to "slow walk" through a massive volume of complex conversations, creating a lingering anxiety about the 99% of interactions that went unreviewed.

The solution and ROI: A data-driven era of veteran support

To overcome the limitations of manual oversight and limited visibility into veteran interactions, REE Medical added RingCentral AI Conversation Expert (ACE). By replacing tedious "slow walking" through call logs with predictive AI-driven auditing, they modernize their compliance department and recapture thousands of hours of lost productivity.

RingEX inbound call scorecards dashboard

What’s next for REE Medical

The team is currently preparing to integrate ACE with their upcoming Salesforce implementation to eliminate the friction of switching between records and recordings. Beyond compliance, departments like finance are already beginning to leverage AI deep dives to resolve billing inquiries and further improve the veteran experience. By surfacing meaningful insights from every interaction, REE Medical bridges its legacy of compassionate veteran advocacy with a future of clinical precision and technological excellence.

To learn more about our customer, visit REE Medical.

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