ST. PETERSBURG, Florida—CCS, a provider of clinical solutions and home-delivered medical supplies for those living with chronic conditions, has deployed Agentic AI across its enterprise operations.
CeeCee (CCS’s agentic AI solution) is trained on CCS’s own proprietary knowledge and data to deliver personalized support that resonates with the chronic care population the company serves.
“CeeCee and our broader agentic AI platform aren’t pilots or a proof of concept, they are enterprise-grade solutions operating across our entire organization right now, autonomously handling patient interactions, accelerating care delivery and freeing our teams to focus on what they do best: providing compassionate, personalized support for complex chronic patient needs,” said Richard Mackey, chief technology officer at CCS.
The company said the platform is projected to autonomously contain 25% of relevant incoming calls in the initial four months, while reducing call handling times across all interactions—resulting in improved patient experience while supporting the real-time needs of frontline teams.
In addition to CeeCee, the broader enterprise AI platform from CCS also includes:
- Autonomous Documentation Gap Closure: CCS’s AI platform works behind the scenes with healthcare provider offices to autonomously identify and close documentation gaps that delay referrals or reorders for patients waiting for continuous glucose monitor (CGM) or insulin pump supplies. By the end of 2026, this capability is expected to automatically process 70% to 80% of the more than 100,000 monthly intake documents, accelerating order fulfillment and getting patients on therapy weeks sooner.
- Real-Time Intelligence for Complex Cases: When patient needs exceed CCS’s autonomous capabilities, the AI instantly surfaces consolidated patient profiles, call history and clinical context for human agents—eliminating the need to navigate across disconnected systems. This consolidation reduces average customer service call handle time by up to 20%, enabling care teams to focus exclusively on complex patient needs rather than juggling back-end administrative work.
“CCS’s platform shows how AI can deliver tangible results at scale today," said Jean-Claude Saghbini, president at Lumeris Technology Solutions and technology advisor for CCS. "This is a new level of integration and patient-centric design that is rare—even amid rapid AI advancements happening today, especially in healthcare."
In 2024, CCS launched PropheSee, a predictive analytics and intervention platform that generated more than $10 million in Medicare savings by proactively addressing CGM nonadherence in thousands of Medicare patients with diabetes. While PropheSee focuses externally on patient adherence and outcomes, CeeCee drives advances in patient workflows and experience, along with internal operational excellence and efficiency.