Case Study: Sun River Health adds 4.5 FTEs’ worth of call center time with Luma Health’s conversational AI

Sun River Health handles 100,000 routine calls in 6 months with Luma Health

Sun River Health, a large Federally Qualified Health Center, faced a challenge with its overwhelmed contact center. Staff were stretched thin handling thousands of weekly calls, and providing Spanish-language support, especially after hours, was particularly difficult. To address this, they turned to Luma Health and its conversational AI agent, Navigator.

The solution from Luma Health involved implementing Navigator to handle routine patient calls in both English and Spanish. This AI triage allowed human staff to focus on more complex patient needs and provided constant multilingual coverage. As a result, Sun River Health saved an estimated 4.5 FTEs' worth of call center time, handling an extra 183 hours of calls weekly. In six months, Navigator managed roughly 100,000 routine calls and helped reduce hold times by 74%.

Sun River Health