The challenge: a fragmented patient experience

A top-ranked healthcare system found itself at a crossroads. Serving 3.7 million outpatient visits annually, this healthcare giant was grappling with a critical challenge: a fragmented patient interaction system that was leaving both patients and staff frustrated and overwhelmed.

At the digital front door, patients were caught in a web of long wait times and repetitive explanations as they navigated from digital platforms to live agents. Each transition felt like starting anew, eroding trust and patience with every repeated query.

Meanwhile, behind the scenes, dedicated staff members were drowning in a sea of calls. Picture this: each agent fielding an average of 800 calls monthly – that’s 30 calls every single day. This relentless tide of routine inquiries left little room for addressing complex issues that demanded their expertise and focused attention.

The solution: patient experience AI agents

Enter Avaamo’s Patient Experience AI Agents – a solution that seamlessly integrated across web, portals, IVR, SMS, and voice reminders.

The results: 63% call deflection

The results were transformative: The virtual assistant now deflects 63% of calls across all use cases, with specific tasks showing even higher success rates: 81% of appointment confirmations and 93% of location inquiries were fully automated. Only 2% of users who authenticate through the system request a transfer to a live agent, and a mere 2% drop after authentication, reflecting the efficiency and user satisfaction of the system.