Faster access for patients with AI-Powered MyChart support
57% call containment and zero wait times achieved with Notable’s Voice AI
Calls handled since launch
Containment rate
Projected annual savings
Hold and abandonment rates
The Challenge
Catholic Health, a large multi-site healthcare system, recognized the need to modernize its MyChart Helpdesk, a critical digital support channel for thousands of patients. The existing IVR system was outdated and rarely updated, offering limited self-service capabilities. As a result, callers faced long wait times and high abandonment rates, leading to frustration among both patients and staff. Most callers bypassed self-service entirely, driving up reliance on expensive outsourced live agents (at around $10 per call). Additionally, the system lacked real-time reporting, making it difficult to track and improve performance.
The Solution
Catholic Health teamed up with Notable to roll out a next-generation AI Voice for its MyChart Helpdesk. The new solution was set up quickly, replacing the old IVR system and taking over the main support line. Patients now have access to clear, easy-to-use self-service options for routine tasks like password resets and username retrieval, with any complex issues seamlessly transferred to a live agent as needed. The platform provides instant, around-the-clock support and was built to accommodate users of all digital skill levels and languages. Thorough scenario testing and ongoing quality reviews ensured smooth, reliable performance from the start. After launching, Catholic Health gained complete control over script updates, real-time reporting, and call flow management, entering a new era of flexibility and oversight for its patient support operations.
The Result
In just five weeks, Catholic Health launched the Notable AI Voice Agent to answer all MyChart Helpdesk calls. The new system has already managed over 25,000 calls, averaging more than 200 each day, and that number continues to rise. Call containment rates improved dramatically, rising from 30% to 57%, resulting in a 50% reduction in outsourced call center volume. Hold times and call abandonment rates have dropped to zero, providing patients with instant, 24/7 support. With these improvements, Catholic Health is on track to save $350,000 a year in agent costs while gaining complete control over call flows and performance metrics. Energized by this success, the team is now preparing to extend Voice AI capabilities to additional patient support tasks such as appointment confirmation and cancellation requests, further advancing their digital transformation.