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Product cover image for IntelePeer’s AI Revolution: Enhancing Benevis LLC’s Patient Call Experience

IntelePeer’s AI Revolution: Enhancing Benevis LLC’s Patient Call Experience

Neha Mittal, Munir Mandviwalla

Product #:W44943
Supplier:Ivey/Temple
Discipline:Information Systems, Strategy
Setting:United States, 2024
Details:Case (PDF) • 11 pages • 2025-08-28

Subjects:

Healthcare benefitsTechnology and analyticsInformation systemsStrategy

Industries:

Information technology and telecom sector

Geography:

United StatesNorth America
Your Price:$9.71

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In the fall of 2024, Frank Fawzi, CEO of IntelePeer Cloud Communications LLC (IntelePeer), a conversational AI platform provider based in Dania Beach, Florida, implemented an innovative idea of using generative artificial intelligence (AI) to enhance the operations of Benevis LLC (Benevis), a dental practice management services provider. Despite previous success with IntelePeer’s solutions, Benevis hesitated, citing concerns about patient frustration, data privacy, and efficiency risks. Furthermore, early implementation revealed challenges, including fragmented internal data, organizational silos, and regulatory constraints. With unproven technology, a vulnerable Benevis customer base, and a critical client relationship at stake, Fawzi faced a tough call: Should he push for a full-scale rollout despite the risks or scale back to preserve client trust, knowing it might limit some market opportunities?

Learning Objectives

This case is relevant for undergraduate, graduate, and executive-level education courses in strategy, information systems, and health care management, especially those exploring the versatility and benefits of artificial intelligence. It provides valuable insights into how AI solution providers can address client concerns, such as data privacy, customer dissatisfaction with AI responses, and potential impacts on operational efficiency, while fostering confidence in adopting new technology. After working through the case and assignment questions, students will be able to do the following:
  • Identify the strategy and potential benefits and challenges of using AI for customer interactions and how it can impact performance metrics (e.g., satisfaction).
  • Understand the implications of implementing conversational and generative AI, especially in high-volume environments such as call centres.
  • Understand how automation impacts customer experience and service efficiency, particularly in routine, high-frequency tasks (e.g., appointment scheduling).
  • Conduct a cost-benefit analysis of implementing the SmartAgent solution, considering the expected efficiency gains and improvements in customer satisfaction.
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Case Study: IntelePeer’s AI Revolution: Enhancing Benevis LLC’s Patient Call Experience (English version) | Ivey Publishing