41% reduction in scheduling abandonment at a children's hospital — bilingual conversational AI
A children's hospital was losing 34% of scheduling calls to abandonment during peak hours and had no way to serve Spanish-speaking parents after hours. pronix.ai deployed a bilingual conversational scheduling agent integrated with Epic MyChart — abandonment down 41% and booking cycle at 3.2 minutes.
- Client
- Regional children's hospital, 28 clinics
- Industry
- Healthcare Providers
- Platform
- Amazon Connect · AWS Bedrock · Epic MyChart
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Peak-hour call abandonment averaged 34%, and 22% of the patient population spoke Spanish as their primary language with no self-service parity. Every missed call was a missed visit.
Our approach
Bilingual from day one
English and Spanish trained equally — not a translation layer — with pediatric intent coverage across well-visits, sick visits, referrals and rescheduling.
Epic MyChart writeback
Bookings landed directly in Epic with the right template, provider and location — no callback queue.
Guardian consent handling
COPPA-aware consent capture for anyone under 13 — routed guardian-first with age-appropriate authentication.
Clinical safety triage
Symptom-triggered urgency routing — anything red-flag went to a nurse line inside 30 seconds.
Access team dashboard
Real-time view of intent mix, hand-off reasons and containment — access leaders could tune the agent instead of the IVR menu.
Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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