Synthpop's resupply voice agent now speaks English, Spanish, Portuguese and Haitian Creole
Every month, a medical supply provider has to reach the same patients to confirm their next shipment: are you still using these supplies, has anything changed, is your address the same? For a lot of patients, the hardest part of that call isn't the questions. It's the language. A resupply call in English, to a patient who is more comfortable in Spanish or Haitian Creole, is a call that ends without an order, or with the wrong one.
As of this week, Synthpop's multilingual AI voice agent is live in production with a multi-line medical supply provider, handling resupply outreach in English, Spanish, Portuguese and Haitian Creole. If a patient answers in a different language than the one the agent opened with, the agent notices and switches with them, mid-call.
What's live
The deployment went live on schedule, about eight weeks after contract signature, and it runs end to end:
- Text first, voice as backup. Patients get a text with a short web form to confirm their order. If there's no response, the AI voice agent calls the next day.
- Four languages, one agent. The agent runs the full resupply conversation in English, Spanish, Portuguese or Haitian Creole.
- Calls come from the provider's own number. Patients see a name they recognize, not an unknown caller.
- Results land in customer’s system. Call outcomes, order statuses, notes and a PDF record of each confirmation are automatically written back to the provider's system.
Within the first hour of going live, patients were already completing their orders.
Early results
The clearest signal came from the provider itself. Because the outreach program runs reliably, they can take on more patients than before, and they're showing it to their hospital partners as proof they can handle more referrals. Within hours of launch, they were already asking about extending it to new product lines and round-the-clock patient calls.
Why it matters
More than 25 million people in the US have limited English proficiency [Migration Policy Institute]. They have ongoing supply needs like every other patient, and they are disproportionately the ones a standard English-only call script fails to reach.
Language support usually gets solved one of three ways: a bilingual staff member (if you have one on that shift), an interpreter line (slow and expensive per minute), or a callback that never quite happens. Each one adds a step to a workflow that is supposed to run every month, for every patient.
Haitian Creole is a good example of why this matters. It's widely spoken in several US patient communities, yet off-the-shelf call center tools and phone menus rarely support it. Getting it right meant tuning the conversation for real patient speech, not just translating a script.
For the provider, the result is simple: one outreach program that reaches every patient on the list, instead of an English program plus a pile of exceptions.
What it does
It adapts mid-call. The agent opens in the patient's preferred language when it's known, and in English by default. If the patient responds in another language, the agent recognizes it and asks whether they'd like to continue in that language. No transfer, no hold music, no "please call back."
It speaks to the right person. When several patients share a phone number, such as a parent ordering for a child, the agent names who the call is about and checks whether it's speaking with the caregiver.
It keeps your team in English. For every non-English call, the agent produces the transcript and summary in English alongside the original language, so staff can review any conversation without needing to speak it.
It works the order, not just the call. The agent captures confirmations, declined items and changes to supplies, address or doctor as structured updates. It writes them into the provider's system with the right status, so a human only steps in where a human is actually needed.
"Patients shouldn't have to adapt to our phone script to get the supplies they need. When the agent meets them in their own language, more of them finish the conversation, and our customer's team gets every result back in a form they can act on." Elad Ferber, Co-founder and CEO, Synthpop
See it on your own patient list
If part of your resupply list goes unreached because of language, we'd like to show you what a multilingual first contact looks like on your own patients. Get in touch!
