At Houston Methodist, Conversational AI Improves the Call Center – and Boosts Vaccine Distribution

With predictions of increased volume reaching 300-400%, Houston Methodist leadership needed a solution that would manage the flood of vaccine-related phone calls without impacting usual operations. Expanding head count in existing call centers could not be achieved in a reasonable amount of time and was financially prohibitive. Outsourcing to external contract call centers risked losing control of the patient experience and was also financially challenging.

"We needed a cost-effective solution that could not only manage the flood of vaccine-related phone calls without impacting our usual operations, but most importantly, ensure every patient is set on a positive path," said Roberta Schwartz, executive vice president and chief innovation officer at Houston Methodist.