In a case study published on 27 August 2026, Apifonica describes an AI voice agent answering patient calls for ALAB Laboratoria, a Polish diagnostics network that has belonged to the Limbach Group since 2008. Apifonica puts the network at about 90 laboratories and 754 sample collection points. TENIOS carries a German version of the same case.
The project was scoped as an agent for frequently asked questions and grew into one with five integrations. The agent quotes prices from a catalogue of more than 4,000 tests, matching a caller’s loose description to the right entry, and finds the nearest collection point from a postcode. It also sends calls to the right consultant queue. Apifonica says the system went live 18 weeks after kick-off and that data stays within the EEA.
The laboratory takes more than 25,000 inbound calls a month. Apifonica reports that the agent is involved in about 80 per cent of them, but that number joins two different outcomes. On 28 per cent of calls the agent handles the request from start to finish. On another 52 per cent it confirms who is calling and why, then passes the call to a consultant with the details already filled in. The case study says nothing about the remaining fifth.
The laboratory is quoted as saying the finished system matched what had been agreed at the design stage. The figures are the company’s own and have not been independently verified.