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

Howard Brown Health boosts patient satisfaction 4% with PolyAI

Howard Brown Health, a healthcare organization serving the LGBTQ+ community, faced challenges with overwhelming call volume during health emergencies and staffing limitations for their 24/7 call center. They struggled to provide timely, accurate, and multilingual support to patients, which led to agent burnout. To address this, they partnered with vendor PolyAI to implement an AI agent.

PolyAI implemented a 24/7 AI agent that uses natural language to handle routine inquiries, answer FAQs, and integrate with backend systems. The solution resulted in a 72% decrease in average handle time for routine requests, a 30% call containment rate, and a 4% increase in patient satisfaction. This allowed Howard Brown Health to manage call spikes efficiently and free up staff for more complex interactions.

Howard Brown Health