Unified patient-services concierge handles 52% of inquiries without a live agent
Patients were calling separate numbers for scheduling, billing, pharmacy and portal help — and getting different answers. pronix.ai built a unified patient-services concierge on voice and chat that authenticated once, reasoned across Epic and Health Cloud, and resolved 52% of inquiries without a live agent.
- Client
- Large integrated healthcare provider, 5.2M patients
- Industry
- Healthcare Providers
- Platform
- Kore.ai Agent Platform · Epic · Salesforce Health Cloud · Amazon Connect
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
The provider ran seven patient-facing phone lines and three chatbots, each with its own knowledge base. Patients bounced between channels, authentication happened three times per journey, and 31% of calls were simply 'I don't know who to ask.'
Our approach
One authenticated session
Patients verified identity once via voice biometrics or portal SSO; the concierge carried the session across scheduling, billing, prescriptions and referrals.
Cross-domain reasoning
A single intent layer could handle compound requests — ' reschedule my cardiology visit, check my copay and send my refill to the pharmacy near work' — without handoff.
Unified knowledge source
Merged seven knowledge bases into one grounded source with a single review cycle; answers now matched across voice, chat and portal.
Warm handoff with context
When escalation was needed, the agent received the full transcript, authenticated identity and the Epic context — no repeated questions.
“Our patients stopped asking 'who do I call?' and started asking 'what can you help me with?' That's the shift we wanted.”
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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