Case Study: UCHealth improves patient access and engagement with Avaamo’s Livi

How “Livi” made healthcare more accessible for a large patient network

UCHealth, a nonprofit health system serving Colorado, southern Wyoming, and western Nebraska, wanted to make it easier for patients to get help with common healthcare tasks like scheduling visits, finding specialists, and accessing health information. To address this challenge, UCHealth worked with Avaamo to create a virtual assistant called Livi that could improve patient service and reduce the burden of tens of thousands of monthly calls.

Avaamo helped UCHealth design, test, and launch Livi, with both teams continuously monitoring and refining the assistant so it could learn from patient interactions. The result was nearly half a million patient interactions with a 97% success rate, over 150 million unique user journeys, and more than 20,000 calls handled per month, while also expanding access across the health system and into smart speakers and the mobile app.

UCHealth

Nicole Caputo

Director of Experience and Innovation