Case Study: Evara Health achieves a 98% reduction in wait times and 45% self-service with Talkdesk

Harnessing the power of Talkdesk AI to transform patient experiences

Evara Health, a 40‑year federally qualified health center with 500+ staff across 16 sites, faced a crippling legacy on‑site phone system that couldn’t support remote work, AI integration, or rising patient demand—resulting in long hold times (20–60 minutes) and missed opportunities to improve access for underserved communities.

By implementing Talkdesk Healthcare Experience Cloud and integrating it with Epic in a phased rollout, Evara deployed Autopilot, multilingual AI bots and a chatbot to automate patient interactions. The result: Autopilot manages 45% of calls, 54% of patient contacts run through AI workflows, wait times dropped by ~98% to about 4–5 minutes, and outbound calling now drives 30–40 additional rescheduled appointments per day.

Evara Health

Ben Gilbert

Chief Financial Officer