Opyn AI agents cut Marpai's provider call center costs by 40%
Marpai (MRAI) has reduced provider call center costs by 40% following its deployment of Opyn AI agents.
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Rhea-AI Summary
Marpai (MRAI) has reduced provider call center costs by 40% following its deployment of Opyn AI agents. After months of live use, the agents now serve as the first point of contact for 100% of inbound provider calls and fully resolve 70% without human assistance. Marpai has also expanded service capacity without adding headcount.
The deployment works alongside existing administration systems. Cases requiring human assistance are routed to service teams with transcripts, audio recordings and AI-generated summaries. Opyn announced the deployment results and nationwide availability of its agents for third-party administrators and health plans.
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The live deployment handles every inbound provider call and fully resolves
After months of live use, the Opyn Agents suite now serves as the first point of contact for
For TPAs and health plans, provider call volume is one of the most persistent barriers to scaling service. Eligibility, benefit and claim questions are essential, but expensive to staff around the clock. Marpai's results demonstrate how Opyn Agents can absorb that volume within existing administration workflows while preserving access to experienced representatives for the issues that require them.
What Opyn Agents delivered for Marpai
100% of inbound provider calls begin with an Opyn AI agent.70% of provider inquiries are fully resolved by AI.40% reduction in provider call center costs.
Resolving calls while preserving the human connection
Available 24/7 in a HIPAA-compliant environment, Opyn Agents give providers immediate assistance without a hold queue through an intelligent voice agent or password-free web portal.
The agents handle complex workflows including provider and eligibility verification, detailed benefit quotes based on a member's Summary Plan Description, claim lifecycles, complex network guidance and prior-authorization routing.
Opyn Agents work alongside a TPA's existing systems and workflows, allowing organizations to add enterprise-grade AI without replacing their core administration technology. Responses are generated using authorized member files, plan documents and operating rules rather than public information. This isolated source environment reduces the risk of unsupported answers and helps deliver accurate responses based on the specific member, plan and procedure involved.
Every interaction generates a centralized, auditable case record. When an issue requires human assistance, Opyn Agents complete a warm handoff and route it to the appropriate service team. Representatives receive the transcript, audio recordings and an AI-generated summary, giving them the context to address the issue without making the provider start over.
Detailed reporting and call intelligence allow administrators to monitor resolution rates, escalation patterns and return on investment.
"Most TPAs can't simply hire their way out of growing call volume," said Mike Nigels, Chief Information Officer at Opyn. "Marpai's hybrid AI-to-human service model shows how AI can resolve high-volume inquiries immediately while giving experienced representatives more time for work that requires judgment and expertise. Opyn Agents is an additive, enterprise-ready solution that works with the systems TPAs already use."
"I've been very impressed with the agents' ability to handle the needs of our providers," said Angela Williams, Director of Customer Service at Marpai. "Opyn has been a true partner from the start, and with their help, we've been able to support the significant growth we've seen this year."
The Marpai deployment provides a working model for TPAs and health plans looking to introduce AI without replacing their core systems or sacrificing the human service experience. By assigning high-volume provider inquiries to Opyn Agents, organizations can increase service capacity while giving their teams more time for complex cases, member needs and the conversations where human judgment matters most.
The Opyn Agents suite is now available nationwide to TPAs and health plans. To see the technology in action, watch the demo video, and reach out for a provider call assessment.
About Opyn
Opyn is a comprehensive digital health platform designed to support the people behind healthcare benefits. By unifying navigation, virtual care, cost transparency and provider network intelligence, Opyn helps TPAs, health plans and employers reduce complexity and create a more consistent experience for members and providers. Its integrated solutions include Opyn Agents, Opyn Engage, Opyn Live, Opyn Iris and Opyn Index. To learn more, visit opynhealth.com.
About Marpai
Marpai, Inc. (OTCQX: MRAI) is a technology platform company that operates subsidiaries providing third-party administration, pharmacy benefit management and value-oriented health plan services to self-funded employers. Operating nationwide, Marpai combines technology with human service to improve the member and provider experience while helping employers manage healthcare costs.
Media Contact
Courtney Paulson
cpaulson@opynhealth.com
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SOURCE Opyn