The challenge
A savings model that lives on the phone
Know the Costs saves employers money by guiding members to lower-cost radiology — imaging like MRI, CT, and ultrasound — worth roughly $100 per member per year. But the model runs on outreach: members get a text and email that they could save, and then they call. Across 30,000+ members, that is a relentless volume of inbound calls to Care Advisors.
The default answer to more volume was more people — keep hiring Care Advisors as membership grew. That path is expensive and never-ending, so Know the Costs trusted Ephraim Solutions to find another way.
What we built
Ephraim Solutions reframed the goal: not just fewer calls, but a full digital journey so members can find and book lower-cost imaging themselves — with AI stepping in wherever a Care Advisor used to. We rebuilt their workflows around AI voice and text.
01
AI Text Assistant
answers members over text and chat — the same channel their savings alerts already arrive on — resolving common imaging questions without a call.
02
AI Voice Assistant
answers and triages inbound calls automatically, backing up Care Advisors on the highest-volume lines.
03
Guided Imaging Journey
members are walked to lower-cost facilities and next steps online, so booking imaging is self-serve.
04
Reworked Care Workflows
the Care Advisor process was rebuilt so AI handles the routine and people handle the exceptions.
Ephraim rebuilt Know the Costs' digital journey end to end, layering AI voice and text onto the text-and-email outreach the business already runs on — deflecting the routine and routing the rest to Care Advisors.
The impact
Know the Costs now supports its full member volume — and the outreach that drives it — with the team it already has. AI voice and text absorb the routine imaging questions and calls, so Care Advisors focus on the members who truly need them.
The shift reframed the strategy from 'how do we cut calls?' to 'how do we build a digital journey so members can save on imaging without needing to call at all?'
✓
30,000+ members supported without adding Care Advisors
✓
AI voice and text assistance live across member outreach
✓
Routine imaging questions deflected to self-serve
✓
Care Advisors freed to handle the complex cases
With the digital journey in place, Know the Costs can grow its membership — and the savings it delivers — without scaling its support team in lockstep.
Engagement led by Bec Chamberlain, Ephraim Solutions.