What challenges did healow face before AI implementation?

Healthcare staff overwhelmed by high communication volumes and administrative tasks. Long patient wait times and increased risk of missed or poor-quality interactions. Staff burnout due to repetitive communication workload. Need for compliance and patient data security in automated systems.

What was the impact of the AI solution?

Reduced staff communication workload. Improved patient experience through prompt, accurate, and always-available responses. Managed over 50 million outbound messages monthly. Lowered risk of burnout and improved quality of provider-patient interactions.

Source

Microsoft

healow revolutionizes patient engagement with AI-powered contact center

Use case typePatient engagementUpdated Jun 13, 2026

healow, a healthcare solutions provider, aimed to address the challenge of overwhelmed healthcare staff and high patient communication volumes. To meet these needs, healow created 'Genie', an AI-powered, multimodal contact center solution built with Microsoft Azure OpenAI and Azure AI Foundry. Genie manages both inbound and outbound patient interactions securely across calls, texts, and emails, providing real-time conversational responses. The platform is designed to reduce response times and operational burdens on healthcare providers, while maintaining a natural user experience. With over 50 million outbound patient messages managed each month, the implementation directly targets staff burnout, long wait times, and missed patient connections. Genie enables providers to better manage peak workloads and consistently deliver quality information to patients. The AI-driven architecture ensures scalability and regulatory compliance, crucial in healthcare. This integration highlights the impact of advanced AI on patient satisfaction and healthcare operational efficiency.

Organization: healow
Industry: Healthcare
Location: United States

Reported outcomes

Strategic outcomes

New product / capabilityLaunched an AI-powered contact centerCustomer experience & trustImproved patient engagement and responsivenessScale & capacityScaled patient messaging operationsRisk & complianceEnabled secure and compliant automation

Primary read

Use case focus

Showing 3 of 3

1Automated Patient Communication for Healthcare Providers
2AI-Powered Contact Center for Healthcare
3Multimodal Conversational Patient Engagement

Healthcare staff overwhelmed by high communication volumes and administrative tasks.
Long patient wait times and increased risk of missed or poor-quality interactions.
Staff burnout due to repetitive communication workload.
Need for compliance and patient data security in automated systems.

Developed 'Genie', an AI-powered contact center using Microsoft Azure OpenAI and Azure AI Foundry models.
Enabled secure, natural language communication over multiple channels (calls, texts, emails).
Automated both inbound and outbound communication workflows.
Scalable, real-time AI that routes and responds to patient queries, and provides reminders and information.

Technologies

Azure OpenAI Microsoft Foundry

Reduced staff communication workload.
Improved patient experience through prompt, accurate, and always-available responses.
Managed over 50 million outbound messages monthly.
Lowered risk of burnout and improved quality of provider-patient interactions.

Architecture

healow's Genie platform leverages Microsoft Azure OpenAI and Azure AI Foundry to enable secure, multimodal, real-time natural language communication across multiple channels. The architecture automates patient interactions by integrating with messaging, voice, and secure data systems, handling both inbound requests and outbound campaigns for healthcare providers.

Sources & evidence1

Groundedness: Unavailable

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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