Community Health Network
Webex AI streamlines patient care at Community Health Network
Webex helps CHN automate patient access, reduce repetitive work, and create a more connected care experience.
AI and cloud collaboration reshape patient access
Community Health Network (CHN) serves central Indiana through six acute care hospitals and more than 200 ambulatory sites. By combining Webex Contact Center, Webex AI Agent, Webex Connect, the Webex Suite, and Cisco collaboration devices, CHN is modernizing patient access while giving staff more time for complex, high-touch care.
40%
AI containment rate for appointment-related interactions
95%
success rate in patient matching
15%
reduction in agent attrition
50%
reduction in the patient no-show rate
Customer story
Modernizing patient access with AI and Webex
CHN built on its Cisco foundation to create a cloud-first, AI-enabled experience across patient communications and employee collaboration.
Challenge
Routine appointment requests still relied on live agents, while fragmented hardware and data-center management added operational complexity.
Solution
CHN modernized patient and employee experiences with Webex Contact Center, Webex AI Agent, and Cisco collaboration solutions.
Results
Webex AI Agent contains 40% of appointment interactions, with a 95% patient-matching rate, helping CHN improve patient access and agent efficiency.
Key outcomes
A more intelligent, connected care experience
AI, messaging, collaboration, and standardized devices
help CHN improve access while reducing friction for
patients and employees.
AI-powered patient access
Webex AI Agent integrates with Epic to authenticate patients and support appointment confirmation, cancellation, and rescheduling workflows end to end.
Proactive patient messaging
Webex Connect enables real-time, two-way text messaging, helping CHN reduce the patient no-show rate by 50%.
Faster resolution of complex issues
Agents can bring subject matter experts into interactions through the Webex app, reducing time to resolve complex issues by 35%.
Customer perspective
Built for growth, designed around patients
The integration with our EHR was a game -changer. It allowed us to automate the mundane, repetitive tasks that were previously tying up our human agents, freeing them up to handle the more complex, high-touch interactions that require empathy and clinical judgment.
The newer solutions of Webex devices have allowed us to roll all of our management and usability for our conference rooms into one device rather than having multiple devices having to interop with everything.
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