A leading storage company integrates RingCentral AI Conversation Expert (ACE) to automate call summaries and sentiment tracking, cutting administrative overhead by 80% and increasing outbound sales volume by 30%.
How REE Medical scales veteran support with AI
Region
Americas
Company size
400–4,999
Industry
Healthcare
Products used
Key integrations
KEY METRICS
300x
increase in monthly call audits
with AI Conversation Expert (ACE)
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
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.
- Sample size limitations: Human auditors could only manage 300 to 400 calls per month, leaving the vast majority of veteran interactions unmonitored.
- Investigative lag: Conducting targeted internal investigations into specific keywords or competitor mentions used to take several days of manual listening.
- Growth friction: Rapid expansion made it increasingly difficult to maintain high-quality standards and consistent empathy across a nationwide network.
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.
- ACE scales quality assurance oversight from a mere 400 monthly calls to over 120,000, ensuring 100% of veteran interactions undergo rigorous compliance vetting.
- ACE elevates regulatory adherence to a 99.86% accuracy rating, providing leadership with ironclad data to substantiate their commitment to veteran advocacy.
- ACE keyword trackers slash investigation timelines from several days of manual labor to less than 24 hours, allowing the compliance team to pivot 5x faster to emerging customer pain points.
- AI-Powered Coaching boosts departmental efficiency by automating the identification of coaching moments, eliminating the need for supervisors to "slow walk" through thousands of hours of audio.
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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