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AI agents reduce customer service staffing by 50%, cut live chat load by 30%, and drive scalable operations as company exceeds $5M/month
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DRAPER, Utah, July 01, 2025 (GLOBE NEWSWIRE) — Direct Meds LLC, a fast-scaling telemedicine provider serving the U.S. and Canada, today announced a company-wide deployment of artificial intelligence (AI) technologies to ensure scalable, efficient patient care amid a period of exponential growth. With monthly revenue now surpassing $5.5 million and a patient base expected to reach 110,000 in 2025, the AI rollout is enabling Direct Meds to meet rising demand while keeping headcount lean and service quality high.
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“AI is multiplying our effectiveness across all departments,” said Chris Armstrong, CEO of Direct Meds. “We’re using it to scale healthcare without losing the personal touch. These AI agents are the next step in truly personalized medical care.”
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Growth Driving Innovation
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Since its inception in May of 2024, Direct Meds has grown from $8.6M in first-year revenue and is on pace to break $70M in revenue in 2025 after just passing 5.5M in monthly revenue. With over 25,000 new patients served in 2025 and more than $1M in net-new revenue being added each month, the company needed a sustainable way to deliver exceptional care by supporting existing staff.
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Today, Direct Meds operates with a 60-person team – supported by a growing suite of AI tools and agents that amplify staff productivity, patient responsiveness, and operational agility.
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AI at Every Touchpoint
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Direct Meds’ AI strategy spans four major areas and is headed up by a newly formed AI Engineering Team. To support this infrastructure, Direct Meds appointed Ara Galarza, formerly with SiriusXM, as Director of AI Engineering. Ben Syne, an award winning AI-assisted developer, is also accelerating innovation across the company’s custom patient portal.
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- Real-Time Engagement Agents
- OLIVER (On-Demand Lead Intelligence & Virtual Engagement Representative) handles SMS-based sales inquiries, answering hundreds of questions in real time.
- EMMA (Engagement, Monitoring, Messaging & Assistance) supports patients post-purchase with timely updates on intake forms, doctor visits, medication tracking, and billing. EMMA also collects qualitative and quantitative feedback to ensure Direct Meds is achieving patient outcome.
- TARA, developed in collaboration with Card Insight, helps patients resolve false-positive credit card declines at checkout – a frequent point of friction.
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- Knowledge at Scale AI-powered internal knowledge systems give nurses, customer service agents, and patients fast, consistent access to up-to-date company policies and clinical protocols.
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- Automated Quality Auditing AI is used to evaluate interactions across sales, support, and nursing, ensuring compliance, accuracy, and coaching opportunities.
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- Marketing Intelligence
Direct Meds now uses AI to analyze thousands of patient survey responses, generating insights that shape messaging, patient journey improvements, and conversion strategy.
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