Case Study: Accolade achieves over 50% reduction in after-call work with Observe.AI Summarization AI

Accolade Drives Member Engagement with over 50% Reduction in After-Call Work

Accolade, a healthcare technology company serving more than 14 million members, needed to scale its contact center while maintaining high-touch, personalized care. Its Care Advocates were spending too much time on manual after-call note-taking, creating inefficiencies and inconsistencies in capturing member interactions. Accolade partnered with Observe.AI and its Summarization AI to address this challenge.

With Observe.AI’s Summarization AI, Accolade automated call summaries and standardized notes in a templated, actionable format that integrated into its CRM. The result was more than a 50% reduction in after-call work, improved productivity, better member engagement, and cost savings, while also supporting quality assurance and HIPAA compliance.

Accolade

Ardie Sameti

Senior Director of AI and Automation