What This Initiative Is
DME Express's customer support team spends an estimated 50 hours every day answering two types of calls that require zero clinical judgment: order status lookups and new equipment intake. At $18/hour, that is $900 per day — $225,000 per year — spent on work a system can do in seconds.
This initiative deploys a Voice AI Agent that answers those calls automatically, integrated directly into the Core ERP that Ark Fortune is already building. The AI reads and writes real order data. It speaks with a natural voice. It hands off complex calls to humans immediately — with full context already captured.
The result: the 50-person support team focuses exclusively on clinical emergencies, billing escalations, and complex coordinator relationships — the work that actually requires a human being.
Scope is deliberately narrow. The AI handles exactly two call types — Order Status and Order Intake — and nothing else. This is not a chatbot experiment. It is a targeted operational upgrade to the two highest-volume, lowest-complexity call categories in DME operations.