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Case Studies October 8, 2021

Geisinger Case Study


 Geisinger’s Digital Front Door Chatbot Serves

Thousands of Patients Every Week 


Total Patient Users in 6 Weeks

<1 min.

Median Session Duration


of Sessions Outside of Business Hours

Embedding the GYANT chatbot across our enterprise website,, enabled seamless routing of over 27K consumers in a week to key information on vaccine eligibility and instructions on how to schedule in our patient portal.

Sarah Sommer, Vice President of Digital Engagement, Geisinger 

Geisinger realized early on that patients expect easy, digitally integrated access to healthcare. With increasing telehealth utilization and a need to reduce call center volume, Geisinger understood the need for investment in digital self-service tools that patients could easily use. 

Implementing a digital front door would allow the administrative burden to be handled more efficiently while providing patients better access to healthcare. 

When news of the COVID-19 vaccine rollout coincided with rising hospitalizations, Geisinger anticipated overwhelming impacts to its call centers and support staff to answer questions, determine eligibility and schedule vaccine appointments. 

About Geisinger

Geisinger is committed to making better health easier for the more than 1 million people it serves. Founded more than 100 years ago by Abigail Geisinger, the system now includes nine hospital campuses, a health plan with more than half a million members, a Research Institute and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,600 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually.



  • Reduce burden on call center
  • Increase access to care
  • Address COVID-19
  • Improve patient experience

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