Surging demand overwhelmed staff. AI agents now handle refills, cutting call volume 15% so teams can focus on complex diagnoses.
A top-ranked academic health system in Chicago comprising three hospitals and an extensive outpatient network handling thousands of monthly patient support calls.
Rising care demand overwhelmed the contact center, where representatives struggled with data silos and complex routing rules across departments....
“The first part of our journey was combining data in Health Cloud and Data 360, normalizing it, and putting it in a place where we could actually work with it.”
Academic health system for hospital care, medical education, and research.
Acted as the implementation partner for Rush's Agentforce and agentic AI deployment.
Manual segmentation took 20 minutes, delaying care. AI now analyzes hemorrhages in seconds, aiding decisions across 23 regional sites.
Manual documentation bogged down 2.5M repairs. GenAI now summarizes history, helping new techs apply decades of expert knowledge instantly.
Seasonal surges overwhelmed 600 specialists. Now, AI agents autonomously resolve order tracking and FAQs using real-time data.
Manual teams couldn't support millions of shops. AI agents now resolve delivery issues, escalating complex cases to humans.