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

Southcoast Health Introduces Branded Chatbot to Help Site Visitors Find Answers

Southcoast Health, a not-for-profit community-based health system serving more than 719,000 residents across Southern Massachusetts and Rhode Island, wanted to deliver a more effortless online experience for healthcare consumers. To meet rising expectations for self-service and appeal to a millennial audience, Southcoast Health partnered with Loyal Health to improve access to physician, hospital, and care information online.

Loyal Health implemented Guide, its AI-driven chatbot, and Southcoast Health branded it as SAM (Simplicity and More) with a supporting marketing launch. The chatbot went live across the website and generated more than 10,000 conversations in six months, driving a 23% increase in engagement and achieving a 90% accuracy rate. Southcoast Health also gained real-time insight into patient questions, with future plans to integrate SAM with Epic for appointment scheduling and screenings.

Southcoast Health

Traci McNiel

Director of Marketing & Communications