Omnichannel conversational AI at a large healthcare provider — one bot across voice, web, SMS and app
A large healthcare provider was maintaining four separate bot stacks across voice, web, SMS and the MyChart app — with drifting answers and duplicated compliance reviews. pronix.ai consolidated to a single omnichannel conversational AI on Kore.ai with 44% containment and one review cycle.
Large integrated healthcare provider, 6M patients · Kore.ai Agent Platform · Amazon Connect · Twilio · MyChart
- Client
- Large integrated healthcare provider, 6M patients
- Industry
- Healthcare Providers
- Platform
- Kore.ai Agent Platform · Amazon Connect · Twilio · MyChart
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Four bot stacks meant four teams, four compliance reviews and four sets of answers that could diverge on the same policy question. Patients got different answers on chat vs voice — CDO wanted one truth, four channels.
Our approach
Single authoring surface
One Kore.ai Agent Platform project, one intent taxonomy, one knowledge grounding — deployed via channel adapters to voice, web, SMS and MyChart.
Channel-native UX, shared brain
Voice used SSML and barge-in; SMS collapsed to short structured turns; MyChart used rich cards. Same reasoning under the hood.
One compliance review
Combined the four separate review cycles into one — legal and compliance signed off on the intent, not the channel.
Escalation continuity
Cross-channel context handoff — patient starts on SMS, escalates to voice, agent sees the full transcript with no repetition.
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38% call containment in 90 days for a regional healthcare provider — healthcare-safe conversational AI
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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