{
  "id": "uc_2026_000057",
  "slug": "catholic-health-notable-voice-ai-mychart-support",
  "title": "How did Catholic Health use voice AI for patient portal support calls?",
  "answer": "Catholic Health deployed Notable voice AI for MyChart support calls that had relied on outsourced live agents. Notable reports call containment rising from 30% to 57%, a 50% cut in outsourced call volume, and a projected $350,000 a year in savings.",
  "industry": "healthcare-providers",
  "sub_industry": "Health system (Buffalo, NY)",
  "roles": [
    "customer-support",
    "patient-access"
  ],
  "function": "support",
  "tasks": [
    "patient-portal-support",
    "inbound-call-handling"
  ],
  "agent_pattern": "voice-agent",
  "autonomy_level": 3,
  "tools": [
    {
      "name": "Voice AI for MyChart support",
      "vendor": "Notable",
      "url": null,
      "affiliate": false
    }
  ],
  "deployment_status": "production",
  "organization": {
    "name": "Catholic Health",
    "type": "health system",
    "named": true
  },
  "outcomes": [
    {
      "metric": "call containment",
      "value": "from 30% to 57%",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "outsourced call volume",
      "value": "50% reduction",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "cost savings",
      "value": "on track to save $350,000 a year",
      "source_ref": 1,
      "self_reported": true
    }
  ],
  "sources": [
    {
      "url": "https://www.notablehealth.com/customer-stories/catholic-health",
      "publisher": "Notable",
      "title": "Catholic Health: AI MyChart Support, 57% Containment",
      "published": null,
      "type": "vendor-customer-story",
      "quote": "Call containment rates improved dramatically, rising from 30% to 57%, resulting in a 50% reduction in outsourced call center volume.",
      "independent": false,
      "accessed": "2026-10-17",
      "ref": 1
    }
  ],
  "how_it_works": [
    "Voice AI answers MyChart (patient portal) support calls.",
    "Resolves routine issues; transfers the rest."
  ],
  "risks_compliance": [
    "PHI handling (HIPAA); EHR write access",
    "Escalation rules needed for clinically urgent requests",
    "Vendor-published results; not independently audited"
  ],
  "medtech_relevance": null,
  "notes": [],
  "models": [],
  "integrations": [],
  "related": [],
  "first_seen": "2026-10-17",
  "last_verified": "2026-10-17",
  "sponsored": false,
  "license": "CC BY 4.0 (summary text); quotes and sources belong to their owners",
  "evidence_grade": "B",
  "grade_rationale": "Named organization with a quantified outcome from the vendor or the organization itself (self-reported).",
  "verification": {
    "checked": "2026-10-17",
    "checker": "pipeline.verify (quote match + outcome-number match)",
    "methods": [
      "auto:fetch"
    ],
    "quotes_matched": 1,
    "quotes_total": 1,
    "claims_matched": 3,
    "claims_total": 3,
    "passed": true
  },
  "url": "https://agentcasefile.com/cases/catholic-health-notable-voice-ai-mychart-support/",
  "industry_label": "Hospitals & Health Systems",
  "role_labels": [
    "Customer Support",
    "Patient Access & Outreach"
  ],
  "vertical": "healthcare"
}