Patient Assistant - Call Center Skill
Get patients where they need to be faster.
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Today, eight out of nine patients contact their healthcare provider on the phone.

The combination of a limited IVR system and thousands of potential transfer destinations, leads to a frustrating patient experience. For a health system, this means higher call abandonment and lower conversion rates, ultimately resulting in lost revenue.

Up to 25% of patient calls are abandoned due to:

Long wait times

Ineffective transfers

Poor customer service

Out-of-service numbers

Broken IVR systems

The Call Center skill leverages conversational AI to guide patients to the right next step in their healthcare journey.

Implementing patient-centric call center automation and digital self-service tools like the Patient Assistant Call Center skill allows health systems to increase patient loyalty and satisfaction, utilize hospital staff for more personalized, high-touch interactions, and save considerable operational costs.

SUCCESS STORY: Call Center skill implemented across 12 hospitals at New York Presbyterian for 2.4M calls, reduces labor costs by 68%.

$2.8M saved per 1M calls in 2020
6X reduction in call abandonment
40% reduction in call duration

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