Case Study: Carbon Health achieves higher answer rates and reduced wait times with Talkdesk

Making high-quality healthcare more accessible to everyone

Carbon Health is a human-centered, tech-enabled healthcare provider offering virtual and in-person primary, urgent, and mental healthcare. Facing surging patient calls for COVID tests, vaccines, and travel clearances, the team needed a contact center that could scale and automate—capabilities their legacy software lacked.

Talkdesk delivered with Talkdesk Phone, open APIs, and AI-powered Virtual Agent to automate and personalize interactions and link call centers with clinics. The result: clinic answer rates rose from about 50% to 70% on average (some clinics reached 100%), wait times fell, calls are better distributed, and more patients get their calls answered.

Carbon Health

Alexander Cohen

Director of Product