Healthcare System Implements AI for Patient Access Transformation
UChicago Medicine is implementing artificial intelligence agents to revolutionize how patients access healthcare services, according to reports from the Salesforce Dreamforce 2025 event. The health system, which fields more than 3 million calls annually, plans to deploy AI for routine inquiries while reserving human agents for situations requiring greater empathy and judgment.
Addressing Call Center Inefficiencies
Sources indicate that UChicago Medicine currently handles over 3 million calls per year with approximately 200 agents supporting about 1,500 physicians. Tyler Bauer, Senior Vice President of System Ambulatory Operations at UChicago Medicine, reportedly stated that “more than 50% of the calls that we receive, we feel can be handled by an AI agent.” The health system has identified numerous routine inquiries including appointment confirmations, prescription refills, directions, and basic scheduling that could be automated.
Phased Implementation Strategy
The rollout begins with low-risk intents such as general inquiries, directions, clinic information, cancellations, and primary care scheduling, according to the report. Bauer framed the change as augmentation rather than replacement, noting that human agents will remain “in the loop for the calls that carry risk or nuance.” The system is scheduled to go live near the end of the calendar year, starting with general inquiries before expanding to primary-care scheduling.
Expanding Service Hours and Capabilities
Analysts suggest the AI implementation will significantly expand service availability. While the current access center operates Monday through Friday from 8 a.m. to 5 p.m., the AI bots will provide night and weekend coverage, enabling 24/7 patient access. UChicago Medicine has partnered with Salesforce Agentforce for Health to manage tasks including refills, appointment scheduling, and wayfinding with round-the-clock accessibility.
Streamlining Referral Processes
The report states that UChicago Medicine also plans to address healthcare’s reliance on fax machines for referrals. The team intends to centralize inbound referrals to a single number and use AI to parse free-text content, pushing structured work items to appropriate queues. Bauer explained this approach: “Using AI to summarize and read what’s in that order and parsed out into different fields to make it easier to read.”
Measuring Success and Ensuring Adoption
Key performance indicators include monitoring bot abandonment rates, first-contact resolution for refills and appointment changes, and average response speed. Bauer emphasized the importance of staff acceptance, bringing in leaders with deep access-center and Salesforce experience to drive adoption. He advised organizations to “make sure you’re thinking about what your problems are first before you look at the shiny technology and communicate really well across teams about what the plan is.”
Industry Context and Regulatory Considerations
The move comes as healthcare AI adoption shows signs of accelerating, with Kaiser Permanente reporting broad deployment of AI scribes and the U.S. Department of Veterans Affairs publishing an AI strategy naming virtual assistants for routine questions. However, analysts suggest the highly regulated healthcare environment creates natural hesitation, particularly regarding patient data access and inquiry handling. UChicago’s approach centers on bot-to-human handoffs, with human intervention when AI agents stall.
Broader Technology Integration Challenges
Bauer acknowledged the complexity of healthcare data landscapes, noting interfaces span CRM, EHR, telephony, payer portals, and referral sources. “Everyone understands this is the direction we need to go,” he stated. “There are multiple connection points and multiple different systems that need to work together to make this happen.” The implementation reflects broader modernization trends seen across industries, including recent developments in energy infrastructure, digital platforms, and retail AI partnerships.
Future Outlook and Industry Implications
The healthcare system’s AI initiative represents a growing trend toward automation in service industries, similar to developments in content moderation, financial markets, and technology startups. As Bauer concluded, “We’re on that journey right now with our first use case going live at the end of the calendar year. This will transform the experience for our patients and our team members.” The approach demonstrates how healthcare organizations are balancing innovation with the cautious approach required in highly regulated environments.
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