Case Study: Proof That Integration Drives Outcomes
UC San Diego Health: Reducing Colonoscopy Cancellations
UC San Diego Health identified a high cancellation rate for colonoscopy procedures, driven by patient noncompliance with preparation instructions. To address this, the organization deployed an AI powered outbound contact agent to guide patients through preparation, review medications, answer questions, and escalate to human agents when needed.
Within weeks, cancellation rates declined from 11 to 4 percent, beating the goal (and industry standard) of 5 percent, and helping to preserve procedural capacity, improving the patient experience, and delivering meaningful financial results for the organization. That success had less to do with the technology and more to do with how it was integrated into the operational workflow.
