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How Howard Brown Health uses PolyAI

72%

“72% reduction in Average Handle Time for routine requests”

As published on poly.ai, April 2025. Captured by usedby on Oct 8, 2026.

What happened

Howard Brown Health uses a 24/7 multilingual AI voice agent named Alex to handle patient calls, including routine requests like appointment scheduling, test results and prescription refills through MyChart integration. It also detects distressed callers and escalates them to human agents.

Summary written by usedby from the source page, in English. The figures are those of PolyAI and Howard Brown Health, not ours.

  • 30%“Initially aiming for a 20% call containment rate, PolyAI exceeded expectations by achieving 30%.”
  • 4%“Patient satisfaction scores also saw an increase of 4%, primarily driven by the enhanced ease and efficiency with which patients could schedule appointments and access services.”
  • 58.6 seconds“The Average Handle Time (AHT) for calls managed by PolyAI was around 58.6 seconds, compared to 3.5 minutes for human agents.”

Initially aiming for a 20% call containment rate, PolyAI exceeded expectations by achieving 30%. Patient satisfaction scores also saw an increase of 4%, primarily driven by the enhanced ease and efficiency with which patients could schedule appointments and access services.

From the page. poly.ai, captured Oct 8, 2026

Being able to contain routine calls freed up our staff to focus on the tasks that are most valuable and require additional nuance.

Lauren Sullivan, Chief Information Officer, Howard Brown Health, Howard Brown Health. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 72%CheckedPrinted word for word on the page, near the name of Howard Brown Health.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Howard Brown Health.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Howard Brown Health uses PolyAICheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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