Case Study: Southcoast Health boosts patient self-service with Loyal Health’s AI chatbot

Southcoast Health drives 10,000+ chatbot conversations with Loyal Health

Southcoast Health, a not-for-profit community-based health system serving Southern Massachusetts and Rhode Island, sought to improve its online experience to meet consumer expectations and connect with a millennial audience. Their challenge was to provide convenient, self-service access to information about physicians and hospitals. They partnered with vendor Loyal Health to address this.

Loyal Health implemented its AI-driven chatbot, named SAM by the customer. The solution provided answers to both basic and complex questions from site visitors. The results were strong engagement, with over 10,000 conversations in six months and a 23% increase in chatbot engagement. The chatbot achieved a 90% accuracy rate. Loyal Health's solution also included plans for future integration with Epic to enable appointment scheduling directly through chat.

Southcoast Health