Catholic Health achieves 57% call containment and zero wait times with Notable Voice AI
Catholic Health's MyChart Helpdesk relied on an outdated IVR system with limited self-service capabilities, causing long wait times, high abandonment rates, and heavy dependence on expensive outsourced live agents at around $10 per call, with no real-time reporting to track or improve performance.
The existing IVR system was outdated, rarely updated, and unable to retain callers in self-service, sending the majority to expensive outsourced live agents.
After a five-week launch, Notable's AI Voice Agent managed over 25,000 calls, raised containment from 30% to 57%, delivered a 50% reduction in outsourced call center volume, and drove hold times and abandonment rates to zero, putting Catholic Health on track to save $350,000 a year in agent costs.
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Frequently asked questions
What did this team achieve with this AI workflow?
After a five-week launch, Notable's AI Voice Agent managed over 25,000 calls, raised containment from 30% to 57%, delivered a 50% reduction in outsourced call center volume, and drove hold times and abandonment rates…
What tools did this team use?
Notable AI Voice Agent, MyChart.
What results were reported?
Call containment rate: 57%; Previous call containment rate: 30%; Outsourced call center volume reduction: 50%; Hold times: dropped to zero (source-reported, not independently verified).
What failed first in this deployment?
The existing IVR system was outdated, rarely updated, and unable to retain callers in self-service, sending the majority to expensive outsourced live agents.
How is this customer support AI workflow structured?
Patient calls MyChart Helpdesk → Voice AI handles routine tasks → Complex issues routed to live agent → Scenario testing and quality review → Real-time reporting and oversight.