HealthTech: Patient Support AI
We deployed a HIPAA-conscious chatbot that resolves common patient queries and schedules appointments 24/7. It integrates with scheduling, triage pathways, and secure messaging to deliver faster assistance without increasing call center headcount.
Challenge
High call volumes and after-hours inquiries led to long wait times and missed appointments. Staff struggled to keep pace during peaks, and patients lacked clarity on next steps for non-urgent issues.
Background
High call volumes and uneven staffing led to long waits and abandoned calls. Patients needed clarity on non‑urgent pathways and real‑time scheduling without manual back‑and‑forth.
Solution
Intent classification, secure data retrieval, and guided flows for scheduling integrated with the EHR system. We added guardrails for PHI, multilingual support, escalation pathways, and clinician-configurable content to keep answers accurate and safe.
Implementation
We designed intents and flows with clinicians, integrated EHR scheduling, and added multilingual responses and escalation rules. We implemented PHI guardrails, audit trails, and content management for clinical guidance. Soft‑launched during off‑peak, then expanded coverage with continuous monitoring.
Impact
- Reduced call center load
- Higher appointment completion rates
- Improved CSAT across channels
- Shorter response times after hours
- Lower no-show rates via reminders
- Better triage accuracy for common intents
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