Case Study: an urgent care provider reduces call volumes and improves patient response times with LivePerson Voice Bot AI

Urgent Care Provider deflects 40% of calls with LivePerson Voice bot

An urgent care provider was facing overwhelming call volumes, averaging 543 calls per day, which led to erratic and often low answer rates. This created a stressful environment for staff and a poor experience for patients. The provider turned to LivePerson and implemented its Voice bot AI and Conversational Cloud to help manage the surge and connect with patients through a digital channel.

LivePerson's solution integrated a Voice bot into the provider's system, deflecting 40% of daily calls to SMS messaging. This resulted in a dramatic increase in the call answer rate to 80% and allowed staff to resolve inquiries faster. The implementation significantly reduced pressure on customer service teams and front desk staff, leading to a more efficient patient experience and a 4.9-star review rating.