A leading multi-state Midwest healthcare system, boasting 50 acute care and specialty hospitals, 50,000 employees, and serving 5,000,000 outpatient visits annually, sought to use AI to improve their patient experience across all touchpoints to drive better access and angagement. The health system partnered with Avaamo to implement their Patient Experience (PX) solution that would provide patients with easy, round-the-clock access to common requests while allowing staff to focus on more complex patient interactions and strategic initiatives.

In collaboration with Avaamo, the health system deployed a personalized virtual assistant on their main website and MyChart portal. This intelligent assistant was designed to handle high-volume use cases such as confirming, canceling, and rescheduling appointments; refilling prescriptions; providing information on providers and locations; and answering frequently asked questions.

For the Midwest health system, the results have been remarkable. The digital assistant now deflects tens of thousands of requests and questions monthly that previously required human intervention. This has led to a 45% reduction in human-assisted calls overall, with even more impressive results for specific tasks:

• 65% complete deflection for medication refill requests
• 91% deflection for FAQs such as Find a Doctor, Insurance Summary, and Scheduling

The system’s efficiency is so high that after patient authentication, requests to transfer to a human agent occur in just 1% of interactions.