Case Study: MUSC Health scales patient access and prescription support with SoundHound AI

MUSC Health handles 2.2 million patient interactions a year with SoundHound

MUSC Health, the clinical enterprise of the Medical University of South Carolina, faced a significant operational challenge as rising patient call volumes left their staff overburdened and unable to meet service level agreements. They could no longer solve the problem by hiring more staff and needed a solution to handle nearly half a million additional calls annually without adding headcount. They turned to SoundHound for a solution, implementing its healthcare-optimized AI agent.

SoundHound's AI agent, named Emily, was fully integrated with Epic to handle routine patient interactions like appointment scheduling and billing inquiries. The solution scaled to manage 2.2 million annual interactions, achieved a 4.3/5 Net Promoter Score, and improved call abandonment rates by up to 40%, all without requiring additional full-time employees. This allowed MUSC Health to maintain high patient satisfaction while freeing its human staff to focus on more complex care issues.

MUSC Health