Case Study: Providence Health achieves 59% goal completion rate with Rasa CALM

Providence Health achieves 59% goal completion rate with Rasa

Providence Health, one of the largest health systems in the U.S., faced bottlenecks in patient access and rising administrative costs. Their challenge was to reduce manual touchpoints in patient workflows and improve revenue performance through more successful appointment scheduling. They chose Rasa to help scale their conversational AI agent, Grace, using Rasa's CALM architecture.

The solution implemented by Rasa enabled Providence to evolve Grace into a sophisticated AI assistant that handles complex conversations. The results include 160K+ unique monthly user conversations, 106K+ monthly task completions, and a 59% goal completion rate per conversation. Rasa provided a scalable, compliant platform that drives measurable outcomes and supports Providence's long-term engagement strategy.

Providence Health