Case Study: Howard Brown Health improves patient experience and reduces wait times with PolyAI

How Howard Brown Health provides personalized patient experiences with PolyAI

Howard Brown Health, a large federally qualified healthcare organization serving the LGBTQ+ community in Chicago, faced surging call volumes during public health crises, multilingual patient needs, staffing limitations, and the challenge of delivering timely, consistent support. To address these issues, the organization partnered with PolyAI and deployed its AI-powered virtual agent, Alex, for healthcare call handling and patient support.

PolyAI implemented a 24/7 AI agent integrated with systems like MyChart and Epic EMR to answer FAQs, manage routine requests, route urgent or distressed callers, and support appointment and prescription workflows. The results included a 72% reduction in Average Handle Time for routine requests, 30% call containment against a 20% target, and a 4% increase in patient satisfaction, while also reducing agent burnout and improving scalability for future spikes in demand.

Howard Brown Health

Lauren Sullivan

Chief Information Officer