Case Study: Allina Health improves patient access and service levels with Amelia AI

Allina Health improves service levels 23% with Amelia

Allina Health faced a significant challenge in its contact center, which handled 20 million patient interactions annually. Patients were frustrated by IVR systems, staff were overworked, and wait times were increasing without the budget to hire more personnel. To address this, they partnered with vendor Amelia to implement an AI agent.

The solution was an AI agent named Alli, built on SoundHound AI’s Amelia platform and integrated with Epic. Implemented in 90 days, Alli handled routine tasks like rescheduling appointments and call routing. The results were a 23% improvement in service levels, a 48-second reduction in average response time, and 80% of calls being answered in under 45 seconds, all achieved with zero added staff.

Allina Health