improvement in scheduling accuracy
reduction in abandonment rates
Banner Health serves 1+ million patients across 33 hospitals in six states. Every day, thousands of patients call seeking appointments while hundreds of providers maintain unique scheduling preferences and availability windows. The result? A coordination nightmare that burns through human agents and frustrates everyone involved.
The traditional approach forced a brutal trade-off: either accept high abandonment rates and angry patients, or hire armies of scheduling staff to manage the complexity manually. Banner was spending millions on non-clinical agents who were drowning in decision trees, provider preferences, and patient urgency levels they couldn't possibly optimize in real-time.
AI as Force Multiplier
Instead of replacing humans, Banner partnered with Medchat·ai to create "augmented scheduling intelligence." The AI system provides real-time clinical context, provider preferences, and scheduling optimization directly to human agents during patient calls.
Think GPS for healthcare scheduling—the human stays in control, but suddenly has superhuman ability to navigate complexity.
Results That Shatter Conventional Wisdom
$9M annual savings through 35% agent productivity gains
10% improvement in scheduling accuracy
30% reduction in abandonment rates (patients actually get scheduled faster)
200,000 eliminated phone calls through intelligent post-visit messaging
$750K additional savings from automated care coordination