How a leading healthcare system increased call center capacity by 30% with zero new hires
About the Healthcare System
With over 12 million members across multiple states, this integrated healthcare organization is one of the largest nonprofit health systems in the United States. Operating dozens of hospitals and hundreds of medical facilities, they employ a large staff and manage a significant annual operating budget.
Their contact centers—handling various inquiries from service requests to complex billing questions—process millions of calls annually, addressing everything from benefits inquiries and service-related questions to policy questions and support.
The Challenge
Like many large healthcare organizations, this provider was caught in a familiar bind: customer expectations for fast, personalized service were rising, while the complexity of delivering that service was increasing exponentially. Each interaction required agents to navigate multiple disconnected systems, interpret complex policies, and provide accurate answers under time pressure.
The traditional solution of hiring more agents was proving unsustainable. Training took months, and even experienced agents struggled with the sheer volume of information they needed at their fingertips. The organization needed a different approach that could amplify their existing workforce without disrupting operations. Four critical challenges stood in the way:
The Solution
Like most large contact centers, the healthcare provider’s contact center operation was organized by call type, with dedicated agent teams handling different inquiry categories.
The organization implemented the Avaamo Agent Copilot starting with one contact center team, then systematically extended it to other specialized teams. The solution was designed for immediate impact with minimal disruption:
How It Works: Support Across the Entire Call Journey
Avaamo Agent Copilot: Measurable Impact at Every Stage
Results Achieved in 2025
The implementation delivered transformational results across the contact center operation:
34% AHT Reduction (Including Post-Call Work)
When including all post-call work, average handle time decreased by an impressive 34%. This wasn’t just about making calls shorter, it was about eliminating the administrative burden that kept agents from taking the next call. The Agent copilot’s automatic summarization and documentation capabilities freed agents from tedious after-call work.
Added 30% More Capacity Leading to Millions in Saved Costs
The efficiency gains translated into massive capacity expansion. The organization added 30% more capacity to the contact center, enabling them to handle significantly more calls with their existing workforce leading to millions in saved costs without the associated expenses for recruitment, training, salaries, and benefits.
Eliminated Extended Call Duration Problems
Those problematic 30-minute calls? The Agent Copilot eliminated these especially effectively. By providing instant access to information and guided workflows, even complex inquiries that once took half an hour could now be resolved in a fraction of the time.
Transformed Agents into High Performers
The Agent Copilot’s real-time guidance leveled the playing field, enabling agents to perform at consistently high levels. Knowledge gaps closed, confidence increased, and service quality became consistent regardless of agent tenure or experience level.
Key Success Factors
Several elements contributed to the rapid, successful deployment:
No Infrastructure Disruption
Seamless integration into existing systems meant no downtime, no migration projects, and no disruption to ongoing operations.
Immediate Agent Adoption
The intuitive interface required minimal learning curve, allowing agents to benefit quickly.
Fast Time-to-Value
Measurable results in under 60 days provided immediate ROI and built organizational confidence in the solution. Enterprise-Scale DeploymentThe initial phase demonstrated the solution’s ability to perform at scale from the start.
Looking Forward
The healthcare provider continues to expand the copilot’s capabilities and is exploring additional use cases across the organization. The success in the contact center has established a foundation for AI-assisted operations in other service domains. The organization is now viewed internally as a model for successful AI implementation; demonstrating that transformational results don’t require wholesale system replacements or years of planning. Sometimes the most powerful innovations are the ones that work with what you already have, making good teams great and great outcomes routine.
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