CASE STUDY
Geisinger’s Digital Front Door Chatbot Serves
Thousands of Patients Every Week
Total Patient Users in 6 Weeks
Median Session Duration
of Sessions Outside of Business Hours
Embedding the GYANT chatbot across our enterprise website, Geisinger.org, 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.
Products
Focus
- Reduce burden on call center
- Increase access to care
- Address COVID-19
- Improve patient experience
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