How Ardent Health implemented live chat, chatbots and AI to improve labor productivity and patient experience

Bryan Yarbrough, Ardent Health’s Corporate Director of Integrated Services, Marketing, will share the results achieved using live chat, chatbots, and AI to improve labor productivity and patient experience.

Ardent Health knew consumers wanted to converse digitally for triage to the right care, appointment scheduling, and other inquiries traditionally handled by phone.  The team decided to validate live chat and chatbots in a two-market MedChat pilot to meet these needs.  In 76 days, the pilot generated 7,000 chats, half of which were new patients, and 90% were completely self-service.  The documented labor cost savings and improved patient experience resulted in Ardent expanding chat to the rest of its markets.

The presentation will include demonstration of Ardent Health’s chat deployment including Triage Bot, the self-triage chatbot created by Isabel Healthcare and MedChat.

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