# How Howard Brown Health uses PolyAI

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

As published on [poly.ai](https://poly.ai/customers/howardbrownhealth), April 2025. Captured by usedby on 2026-10-08.

- Company: [Howard Brown Health](https://www.usedby.ai/companies/howard-brown-health.md)
- Tool: [PolyAI](https://www.usedby.ai/tools/polyai.md)
- Teams: Call center

## What the story says

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.

> 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.

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 72% is printed word for word on the page, near the name of Howard Brown Health.
- Checked: the passage quoted above is copied word for word from the page, near the name of Howard Brown Health.
- Checked: each number in our summary is printed on the page.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Howard Brown Health uses PolyAI. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/howard-brown-health-polyai · How we check: https://www.usedby.ai/methodology