Case Study: Intermountain Healthcare reduces call center volume by 30% with Fabric

Intermountain Healthcare reduces call center volume by 30% with Fabric

Intermountain Healthcare, a major healthcare system, faced a significant challenge in managing high call center volume, especially for general COVID-19 inquiries, which strained resources and efficiency. They implemented an AI-powered service from vendor Fabric to address this.

Fabric's solution provided a digital front door for patients, offering 24/7 AI-driven screenings and care navigation through the Intermountain website and app. This allowed the vendor, Fabric, to filter out routine questions, which reduced call center volume by 30%. The platform assisted an average of 7,500 users per day, enabling the call center to focus on more complex cases like test orders and improving overall operational efficiency.

Intermountain Healthcare