Medical jargon slowed 250 agents handling 180k monthly calls. Now, an AI copilot feeds staff real-time knowledge to guide scheduling.
A leading US healthcare system operating 49 hospitals across four states relies on 250 agents to handle 180,000 monthly contacts for primary and specialty care scheduling.
Scheduling healthcare appointments proved highly complex for contact center agents unfamiliar with specific medical terminology or varied patient...
“As many industries make the shift to digital self-service tools, our priority is to offer those benefits to our patients, too. As such, we’ve focused on developing more self-service scheduling options, both digitally via a mobile phone and our website, while also pursuing automated voice capabilities.”
Catholic health system providing clinical care, hospitals, and physician services.
AI-powered customer experience orchestration platform for contact centers.
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