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.
Large integrated healthcare provider, 5.2M patients · Kore.ai Agent Platform · Epic · Salesforce Health Cloud · Amazon Connect
- 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.”
Take this case study into your next steering committee.
One page: the business problem, the solution, the technical architecture and the measured outcomes — sized to drop straight into a board pack. Share your work email to unlock it; one form unlocks every gated download on this site.
Board-ready briefs covering the platform and industry behind this program. Free with a work email.
Omnichannel conversational AI at a large healthcare provider — one bot across voice, web, SMS and app
Read →38% call containment in 90 days for a regional healthcare provider — healthcare-safe conversational AI
Read →41% reduction in scheduling abandonment at a children's hospital — bilingual conversational AI
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.
AWS, Salesforce, Microsoft, NICE, Genesys, Kore.ai, Google, ServiceNow, Amazon Connect and logos referenced on this site are trademarks of their respective owners. References are for descriptive purposes only and do not imply endorsement, sponsorship or partnership beyond stated partner relationships. See our Disclosures.
Talk to the team that shipped it.
Book a working session with a pronix.ai lead on this practice — we'll map the approach to your platform, industry and constraints.
Want a similar programme in your environment?
Four fields. Tell us the outcome and timeline, and the lead for this industry replies with indicative scope, team shape and commercial options.
industryHealthcare Providers — routed to this team