This case study highlights how Texas’ largest not-for-profit health system improved patient experience and operational efficiency by implementing [24]7.ai’s AI-powered IVR system. ​ Facing high call volumes, the healthcare provider automated patient authentication using phone numbers and medical record numbers, reducing average handle time (AHT) by 24 seconds and lowering call abandonment rates to 7%. ​

The IVR system, integrated with EPIC and Cisco platforms, streamlined call routing and enhanced agent productivity. ​ With plans to expand self-service capabilities for tasks like billing inquiries and appointment scheduling, the provider continues to transform patient care through innovative technology and personalized support solutions. ​

[24]7.ai’s advanced IVR authenticated patients through their phone number and medical record number and routed them to the right agent queue for quicker resolutions.