Healthcare Imaging Provider Transforms Patient Engagement with AI-Powered Salesforce
~25k
Live chat conversations per month16x
Increase in voice-to-live chat deflection within six months20-30%
Reduction in AHT90%+
CSAT for patient inquiries
The Challenge
Disconnected Patient Engagement Channels Limited Scalability and Efficiency
The client faced growing patient interaction volumes across disconnected communication channels. Manual handling of routine inquiries led to higher call volumes, longer handle times, and limited scalability. The organization needed a secure, unified, and intelligent digital engagement solution to improve efficiency and enhance patient experience.
Sutherland Solution
Digital Engagement Transformation
Sutherland delivered a Digital Engagement Transformation leveraging AI-enabled Salesforce capabilities:
- AI-powered Digital Chat Deployment
Implemented a HIPAA-compliant Salesforce chat solution integrated with clinical and contact center systems, replacing fragmented communication channels. - Intelligent Intent Detection & Automation
Applied AI-driven intent recognition to automate common patient inquiries and intelligently route complex interactions. - Unified Engagement Platform
Consolidated patient communications into a single Salesforce-based platform to enable consistent, scalable omnichannel engagement. - AI-ready, Scalable Architecture
Designed the solution to support future AI-driven enhancements and expanded digital engagement use cases.
The Outcome
AI-powered Salesforce Platform Delivered Scalable Digital Outcomes
The transformation accelerated the shift from voice-based support to digital engagement, enabling the healthcare provider to manage significantly higher chat volumes while reducing pressure on inbound contact channels.
Intelligent self-service and routing improved operational efficiency, shortened handling times, and allowed agents to focus on more complex patient needs. The platform also delivered 90%+ CSAT, demonstrating that greater operational efficiency translated into a stronger patient experience.
With a secure, scalable, and AI-ready foundation now in place, the provider can continue expanding omnichannel engagement, introduce new automation use cases, and improve patient access without adding operational complexity.
