Case Study: Piedmont Healthcare achieves a 70% decrease in bounce rate with Loyal Health’s Guide

Piedmont Healthcare cuts bounce rate by 70% with Loyal Health

Piedmont Healthcare, a major not-for-profit health system in Georgia, was facing a significant challenge with a 70% bounce rate across its website. To better address patient needs and improve their digital experience, Piedmont partnered with vendor Loyal to find a solution using their AI-driven chatbot service, Guide.

Loyal implemented its Guide chatbot on 15 key pages of Piedmont's website. This solution successfully decreased the bounce rate on those pages by 70% and held over 65,000 conversations. The results included 80% of questions being handled solely by AI, an 85% decrease in time to live support for the billing team, and a consistent increase in chat volume, allowing Loyal to help Piedmont dramatically streamline patient access and engagement.

Piedmont Healthcare