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Catholic Health's MyChart Helpdesk relied on an outdated IVR system with limited self-service capabilities, causing long wait times, high abandonment rates, and heavy dependence on expensive outsourced live agents at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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Patient calls MyChart Helpdesk
The Notable AI Voice Agent answers all incoming MyChart Helpdesk calls.
Tools used
Notable AI Voice Agent
Outcome
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.
What failed first
The existing IVR system was outdated, rarely updated, and unable to retain callers in self-service, sending the majority to expensive outsourced live agents.