The State of Conversational Agents in Healthcare
Using conversational agents to reduce costs, improve patient access and scale care.
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Phone calls have always been integral to healthcare access, and over decades they became its biggest operational bottleneck. 82% of health system interactions still happen by phone, 29% of inbound calls are missed, and 60% of patients abandon after one minute on hold.
This report shows how hospital systems, pharma and payers are turning the phone channel from burden to asset:
• Where agents fit across scheduling, triage, adherence outreach, enrollment and member benefits
• Results from EliseAI, MyPlanAdvocate and Everlywell, including 88% of calls fully handled by AI
• A cost-per-resolution model showing a ~93% cost reduction on AI-resolved interactions
• HIPAA-compliant infrastructure, HDS certification, Zero Retention Mode and a deployment playbook
For healthcare leaders responsible for patient access and operations.
