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.
Regional children's hospital, 28 clinics · Amazon Connect · AWS Bedrock · Epic MyChart
- 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.
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Amazon Connect programs, delivered and measured
Greenfield builds, Avaya and Cisco migrations, Contact Lens, Amazon Q in Connect and Lex — with the outcomes each client reported after go-live.
Brief details →AI for patient access, clinical documentation and revenue cycle
Care navigation, patient access, referrals, documentation and RCM — automated with governed AI on Epic and Oracle Health integration patterns.
Brief details →38% call containment in 90 days for a regional healthcare provider — healthcare-safe conversational AI
Read →72 minutes returned per clinician per day at an academic medical center — ambient AI scribe
Read →Omnichannel conversational AI at a large healthcare provider — one bot across voice, web, SMS and app
Read →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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