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AI in the supply of medical aids: how medical supply stores benefit from digital solutions

08.04.2025

In an industry characterized by bureaucracy and high communication costs, AI solutions are opening up new opportunities for medical supply stores and specialist retailers. Artificial intelligence is increasingly supporting day-to-day work, optimizing administrative processes and improving the efficiency of patient care.

AI telephony relieves medical supply stores in their day-to-day business

Illustration of the telephone volume in medical supply stores; Copyright: anni.care

Less waiting on hold, more care: AI sorts standard requests.

Supply inquiries, orders for consumables, returns – in many medical supply stores, the telephone rings an average of 160 times a day. This makes telephony a major cost factor in the supply of medical aids. This is precisely where anni.care AI telephony steps up, providing valuable support. It takes over incoming calls, filters simple inquiries and forwards more complex issues to the relevant employees. This allows individuals to concentrate on more important tasks.
"We believe in a future without a shortage of skilled workers. Our AI is a fully trained office employee and can start straight away."
Valentin Kronreif
anni.care

Advantages for medical supply stores:

  • Cost reduction through the use of AI for routine calls
  • Faster response times for patients
  • Relief for employees, who can focus on more complex issues
The advantages for medical supply stores are obvious. But what do those on the other end of the line say about it? Initial feedback from the anni.care webinar indicates mixed experiences. For example, one patient was quoted who was initially skeptical but was then pleasantly surprised – especially because she no longer experienced long waiting times.

Documenting with AI: how smart documentation reduces effort

Another time-consuming task for professionals in the provision of medical aids is documentation. This is where smart documentation from Ottobock shines: This AI-supported tool helps to create care documentation efficiently and without errors. This reduces the bureaucratic effort and supports reimbursement justification.
"With smart documentation, we offer a unique solution on the market that supports O&P professionals in making their day-to-day work more efficient and flexible."
Michael Joch, Biomechanics and Motion Analysis Specialist
Ottobock
With the help of AI-supported movement analysis, treatment progress becomes visible and can be quickly transferred to the documentation. Since the quality of the analysis always depends on the data used to feed the AI, the tool was trained with data from everyday life at Ottobock Patient Care facilities and the Ottobock application service. It will therefore continue to improve with further use.

Advantages for medical supply stores:

  • Automated documentation reduces manual effort
  • Error reduction in reimbursement applications thanks to AI-supported reasoning
  • Faster creation of comprehensive documentation
Orthopaedic technician films patient with leg orthosis for AI-supported movement analysis; Copyright: Ottobock

Motion analysis via tablet – AI helps with documentation in the medical supply store.

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AI meets workflow: simplifying processes in medical supply stores with od | flow

With od | flow, the opta data Group has just launched smart software that combines AI and automation. It enables medical supply stores to make their order and billing processes more efficient. Intelligent workflows and the integration of AI-supported tools help to take over routine tasks and reduce error rates.
"With od | flow, we are setting new standards in the digital provision of medical aids."
Dr. Jan Helmig, Managing Director
opta data Group
The cloud-based solution offers an intuitive user interface and thus enables flexible use – whether in the workshop, in the field or in the home office. Over 2,500 configuration options ensure individual adaptation to the specific needs of a company.
Mock-up of od | flow home page on a laptop; Copyright: opta data Gruppe

Everything at a glance: od | flow supports medical supply stores with orders and invoicing.

Advantages for medical supply stores:

  • Process automation for greater efficiency
  • Individual adaptability thanks to flexible workflows
  • Cloud technology for mobile working

"Our software was developed with and for our customers right from the start. The aim was to create a solution that works intuitively, reduces errors and minimizes administrative effort," says Benedikt Steffen, Managing Director of the opta data Group.

Important advantages of AI in the provision of assistive technology:

Cost reduction:

Reduction in personnel costs for routine tasks such as telephone calls and documentation

Error reduction:

Minimization of errors in documentation and billing thanks to AI-supported processes

Increased efficiency:

Faster processing of applications and supply documents through automation

Flexibility:

Cloud-based solutions enable mobile working in the field and home office

What does the community say about AI telephony?

have already spoken to an AI on the phone several times
did not find the conversation helpful
would prefer to talk to real people
Attitude towards AI does not seem to depend on age
(Instagram survey, March 2025, not representative)

Between progress and care: what AI can achieve in the provision of assistive technology

AI has the potential to significantly change the assistive devices industry – for both companies and patients. The efficiency gains and cost savings for medical supply companies are undeniable, but acceptance at patient level must continue to be monitored and adjusted.

A non-representative survey on Instagram shows that many users still want a human contact person – regardless of age. This shows that openness towards AI is not automatically a generational issue. Rather, personal experience and the actual user experience determine whether digital solutions are perceived as helpful.

The key lies in understanding AI as support for people and finding a balance between digital efficiency and human proximity. The future of assistive technology will be increasingly shaped by digital technologies. For companies, the use of AI offers an opportunity to optimize processes while at the same time not losing sight of patient needs. AI will not replace people but rather relieve them – leaving more time for individual care.

Nadine Lormis
REHACARE.com