Agent assist across 900 seats at a healthcare provider — 22% AHT reduction with healthcare guardrails
A large healthcare provider wanted real-time agent coaching, next-best-action and auto-summary across 900 patient-access seats — without asking agents to learn a new console. pronix.ai deployed Kore.ai Contact Center AI as an overlay on Genesys Cloud with Epic-aware summaries.
Integrated healthcare provider, 900 patient-access seats · Kore.ai Contact Center AI · Genesys Cloud · Epic
- Client
- Integrated healthcare provider, 900 patient-access seats
- Industry
- Healthcare Providers
- Platform
- Kore.ai Contact Center AI · Genesys Cloud · Epic
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Agents were flipping between five apps per call and after-call notes into Epic were inconsistent — CMIO flagged clinical-documentation risk. Prior agent-assist pilots had stalled because summaries were too generic to paste into an Epic encounter note.
Our approach
Overlay, not replacement
Deployed Kore.ai Contact Center AI as a sidebar in the existing Genesys agent desktop — zero retraining on the primary console.
Epic-shaped auto-summary
Tuned summary prompts to Epic's encounter note structure — sections, order, clinician-friendly abbreviations — so agents pasted, not rewrote.
Real-time next-best-action on approved KB
Grounded on the sanctioned patient-access knowledge base with a topic-scope firewall that blocked any clinical advice.
Supervisor coaching loop
Weekly review of low-confidence summaries by team leads to close the retraining loop — quality trended up every sprint.
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Kore.ai programs, delivered and measured
Agent Platform virtual agents, Contact Center AI agent assist and Search AI grounding — deployed on regulated healthcare, banking and retail floors.
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 →Omnichannel conversational AI at a large healthcare provider — one bot across voice, web, SMS and app
Read →Agent assist across 1,200 BPO seats — a co-sell success
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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industryHealthcare Providers — routed to this team