Case Study

How a Large Hospital System Increased Appointment Conversion by 35% with Intelligent Voice AI

The Challenge

A large, multi-location healthcare system in Arizona was facing a critical problem: its central appointment line was a bottleneck. With over 10,000 inbound calls a week, long hold times were commonplace, and front desk receptionists were overwhelmed by repetitive inquiries for general information. The result was a high volume of unanswered calls and a 15% conversion rate for appointment bookings over the phone. Patients were frustrated, and the healthcare system was losing thousands in potential billable revenue from lost appointments.

The Solution

The healthcare group partnered with Intelligent Voice AI to deploy a comprehensive intelligent voice agent. The AI was trained on the hospital's entire service directory and appointment scheduling protocols. It was integrated with the network's EHR to allow for real-time appointment availability and direct booking. The AI now serves as the first point of contact for all inbound calls.

The Results

  • Deflected Calls: The Evolve AI agent was able to successfully deflect and resolve 55% of all inbound calls without human intervention.

  • Appointment Conversion: The AI-powered booking system resulted in a 41% increase in appointment conversions for patients who chose to self-serve, compared to the previous manual system.

  • Operational Efficiency: Human agents were freed up to handle complex cases, leading to a 35% reduction in average handle time for escalated calls.

  • Patient Satisfaction: Post-implementation surveys showed a 61% increase in patient satisfaction with the booking process due to zero hold times and instant service.

The Future

This healthcare system is now expanding the use of Evolve AI agents to handle prescription refill requests and pre-appointment questionnaires, demonstrating a clear path toward a fully automated, patient-centric future.

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