# How Providence uses Rasa

**160K+**: “The agent now handles 160K+ unique monthly user conversations”

As published on [rasa.com](https://rasa.com/customers/providence-health). Captured by usedby on 2026-10-08.

- Company: [Providence](https://www.usedby.ai/companies/providence.md)
- Tool: [Rasa](https://www.usedby.ai/tools/rasa.md)
- Teams: Digital Innovation Group, product, design, data science, engineering

## What the story says

Providence's Digital Innovation Group uses Rasa to run Grace, a conversational AI agent that helps patients through secure messaging with tasks such as booking and rescheduling appointments and navigating digital services. The team is expanding Grace using Rasa's CALM architecture to handle longer, more complex conversations.

Summary written by usedby from the source page, in English. The figures are those of Rasa and Providence, not ours.

> Highlights include 160K+ unique monthly user conversations, 106K+ monthly task completions, a 59% goal completion rate per conversation, and a 28% repeat engagement rate.

- **106K+**: “The agent now handles 160K+ unique monthly user conversations and 106K+ monthly task completions”
- **59%**: “Improvements includes 59% goal completion rate per conversation and 28% repeat engagement rate”

> We’ve built a scalable, compliant platform with Rasa that supports real patient needs and drives measurable outcomes. CALM gives us a framework to keep that momentum going, with the flexibility to grow responsibly as expectations around AI continue to evolve.
>
> Wayne Foley, Director Software Engineering, Digital Innovation Group

## What usedby checked

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

- Checked: the figure 160K+ is printed word for word on the page, near the name of Providence.
- Checked: the passage quoted above is copied word for word from the page, near the name of Providence.
- Checked: Providence uses Rasa. 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/providence-health-rasa · How we check: https://www.usedby.ai/methodology