A leading U.S. healthcare system, managing 5 million annual outpatient visits across 300+ clinics, faced a growing challenge: its call center was overwhelmed by routine inquiries, threatening care quality. Partnering with Avaamo, they deployed an AI voice agent across 50 clinics and departments that now processes 500,000 requests a month, achieves a 61% call deflection rate, and saves 20,000 staff hours annually.
Patient requests handled each month
Hours (10 FTEs) saved annually by using Avaamo
Password resets processed each month
The challenge: an overwhelmed call center
A leading U.S. healthcare system, managing 5 million annual outpatient visits across 300+ clinics, faced a growing challenge: its call center was overwhelmed by routine inquiries, threatening care quality.
The solution: an AI voice agent in the contact center
Partnering with Avaamo, they deployed an AI voice agent in their contact center across 50 clinics and departments. This AI voice agent seamlessly handled appointment management and MyChart password resets—previously significant drains on resources.
The results: 61% call deflection, 20,000 hours saved
The results were transformative. The system now processes 500,000 monthly requests, including 10,000 password resets, achieving a remarkable 61% call deflection rate. This significantly reduced the human agent workload, saving 20,000 hours annually—equivalent to 10 full-time employees.
The bigger picture: more time for patient care
This modernized digital front door didn’t just boost efficiency; it reclaimed valuable time for personalized patient care. By automating routine tasks, staff could focus on complex cases and meaningful patient interactions.