ONE EXAMPLE: A midsized health system (11 hospitals, 1.5 million annual calls) realized these outcomes in their first live month:

• 6,070 monthly agent hours saved
  
• $1,456,800 in annual cost reduction
  
• 15,000 automated patient verifications
  
• 18 weeks of equivalent human labor recovered in the initial 30-day period

Healthcare switchboards and contact centers often process tens of millions of calls annually — for their patients, employees, business associates, insurance companies, and third-party administrators. When skilled agents dedicate time to routing calls, answering repetitive questions about service hours and processes, or changing user passwords, the costs add up on both sides of the conversation. Nevertheless, your employees and partners are often calling, to get things done over the phone:

• 82% of health system interactions occur by phone
• 72% of consumers select telephone communication for fast, reliable service
• 71% of Gen Z members agree that live phone calls represent the quickest resolution method for customer service matters
• 71% of Baby Boomers prefer initiating healthcare interactions via telephone
• Tens of Billions: The annual cost of administrative activities performed by clerical staff and admins, in the US

This behavioral reality and the major financial cost establishes modernization of the voice channel as a necessity for efficient business operations.

Parlance addresses this strong demand by taking repetitive tasks out of the call center and delivering high quality automated outcomes. Parlance routes callers, answers frequently asked questions, creates tickets, and completes workflows in both ServiceNow and your EHR. If a caller requires more complex support, human agents, free from the burden of routine and redundant tasks, are available without extended hold times.