Community Health Systems, Inc. (CHS) and Denim Health have announced a development partnership aimed at integrating conversational AI across the CHS Patient Access Center (PAC). The PAC is a centralized call center that serves nearly 1,000 CHS-affiliated primary care providers and handles over 25,000 inbound calls daily.
Following a successful pilot, CHS has deployed Denim Health’s AI bot across the PAC environment for all inbound calls. In its initial phase, the AI is used to authenticate callers, understand their reasons for calling, and capture additional information to assist agents, with zero instances of misidentification reported.
This enterprise-wide deployment has already resulted in a notable reduction in total call time, creating immediate efficiencies for the organization. The partnership also lays the groundwork for future use cases, including patient self-scheduling and care gap closures, which are expected to further streamline operations and enhance patient experience.
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