One technology, two front lines: how health plans and health systems are solving access with voice AI
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Health systems and health plans are both drowning in transactional call volume: scheduling, referral coordination, discharge follow-up, transport, billing, benefits and eligibility. Workforce shortages mean this volume keeps outpacing capacity on both sides. Containment rate has become the default success metric for voice AI, but it doesn't tell leaders whether the technology is actually working for patients, members, or the business.
This session goes beyond containment, using real-world results from a payor and a provider operating at national scale, to show what's driving ROI, experience, and staff relief on both sides of the healthcare relationship, and what to watch for before scaling.
Learning Objectives
During this session, you will:
- Learn why containment rate alone is the wrong success metric for voice AI in healthcare
- See real payor-side metrics that matter: first-call resolution, escalation cleanliness, referral leakage/closure, cost per call
- See real provider-side metrics that matter: no-show reduction, discharge follow-up completion, readmission correlation, time-to-schedule
- Get a shared framework for evaluating abandonment rate, handle time, payback period, and system integration before you scale
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