Tampa General Hospital is revolutionizing its call center operations by implementing conversational AI, specifically through a digital agent called Aimee. Partnering with Hyro, this initiative aims to enhance patient interactions and streamline processes within the 1,529-bed medical facility. After a rapid three-month rollout, Aimee has significantly reduced abandonment rates—56% for ambulatory calls and 35% for specialty queues—while halving average wait times from 6.2 to 2.4 minutes. The AI now manages routine inquiries, allowing human agents to focus on more complex cases that require empathy and clinical insight.
By integrating with Epic EHR and utilizing HIPAA-compliant secure APIs, Aimee efficiently authenticates data and streamlines appointment scheduling, leading to a 21% increase in appointments. This innovative use of AI not only alleviates staffing pressures but also enhances patient satisfaction, demonstrating that healthcare technology can transform call centers into profit-generating centers. Tampa General’s success may pave the way for further AI implementations in healthcare.
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