About Piedmont Healthcare
As a private, not-for-profit organization with nearly 600 locations and serving 2 million patients across Georgia, Piedmont Healthcare‘s mission is to transform healthcare, creating a destination known for the best clinicians and a one-of-a-kind experience that always puts patients first. Today, more than 110 years since it was founded, Piedmont is known as a leading health system in cancer care, treatment of heart disease and organ transplantation with 11 hospitals, 24 urgent care centers, 28 Piedmont QuickCare locations, 555 Piedmont Clinic physician practice locations and more than 2,000 Piedmont Clinic members.
Always on the leading edge of patient experience, Piedmont Healthcare was looking for a way to better address patient needs while on their website. After identifying a 70% bounce rate across the site, Chief Consumer Officer Matt Gove knew that something needed to be done.
Piedmont partnered with Loyal to implement Guide, our AI-driven, chatbot on a few select pages on their website. When selecting pages for the initial implementation, Piedmont chose ones that met the following criteria: 1) high bounce rate, 2) higher than average pageviews, 3) opportunity for conversion, and 4) likelihood of confusion.
Using both live chat call center integration and chatbot technology, Guide was implemented across 15 pages including: Piedmont Now (Access Page), Bill Pay, Locations, and ER Wait Times.
In less than a year, Guide held nearly 30,000 conversations with patients, averaging a 3.3% engagement rate (2X the average live chat engagement rate 1.7%). The bounce rate on those pages decreased by 70%. In addition:
- 80% of all questions addressed solely by AI (allows for better resource allocation, funneling the “higher acuity”/important calls to the call center)
- Piedmont’s billing team has decreased their time from contact initiation to live support by 85% with Guide
- Average 12% increase in chat volume week over week
Today, and over 65,000 conversations later, Guide is live site-wide and Piedmont now understands consumer intent by simply asking visitors, “How can we help you?” As an organization focused on improving the complete patient experience, implementing Guide has allowed them to not only engage patients online, but also uncover incredible opportunities to improve the overall digital experience and streamline access across the system.