Case Study: Southwest General reduces insurance call hold times with Notable's HOPE AI voice assistant

Southwest General cuts insurance call hold times with Notable, saving $4 per call

Southwest General, a health system, faced a challenge managing a high volume of patient insurance FAQ calls, which resulted in long hold times, frustrated patients, and overburdened staff. They partnered with vendor Notable to implement its HOPE AI voice assistant to provide 24/7 automated answers and ensure consistent messaging during payer contract negotiations.

Notable's solution, HOPE, answered 100% of inbound calls and resolved 60% of inquiries without a live agent, saving an estimated $4 per call. This dramatically reduced hold times, freed up staff to handle more complex issues, and provided patients with accurate, real-time information around the clock.

Southwest General