PwC revolutionizes patient engagement across 50 contact centers

PwC partnered with a major healthcare system in the US to deploy an enterprise-grade AI-powered contact center that unified patient-first service across 50+ contact centers and clinical settings. The initiative aimed to modernize workflows, integrate recent acquisitions, and accelerate patient access while reducing friction in operations. Leveraging Salesforce Health Cloud integrated with CRM, EHR, conversational AI tools (including VoiceAI), and real-time enterprise data lakes, the solution automated routine tasks like patient verification and nurse triage. Support teams and providers now have instant access to contextual patient insights, allowing for more personalized care and faster resolution of patient requests. Automated workflows and training ensured care team adoption and built trust in AI solutions, with a focus on human-centric transformation rather than just technology upgrades. The platform supports holistic patient journey management, including preferences, context, and real-time needs, moving beyond just clinical data. By using conversational AI for routine work, staff were able to dedicate more time to complex cases. Impact highlights include significant reductions in call abandonment, faster resolutions, improved caregiver insights, and reduced task burdens for staff.