Delivering personalized, always-on healthcare at scale with enterprise AI integration

PwC modernized workflows so care teams can focus on patients, not processes

What sparked the need for change?

The healthcare system aimed to unify patient-first service across 50+ contact centers and clinical settings. Leaders saw an inflection point — a chance to break from legacy systems and reimagine engagement with modern, AI-ready technology. The initiative reduced friction, accelerated access and laid the foundation for enterprise-wide transformation as the organization scales operations and integrates new acquisitions.

What solution did the teams unlock by working together?

PwC was brought in to help develop and deploy an enterprise-grade contact center powered by Salesforce Health Cloud with AI that could scale smartly and stay secure. Integrating customer relationship management (CRM), EHR and telephony, the solution unlocked proprietary insights and automated processes like patient verification, nurse triage and repetitive inquiry handling using conversational AI — including VoiceAI. The new platform integrated with an enterprise-wide data lake to drive real-time insights into patient demographics, appointment trends and systemwide access — empowering the client care team with contextual data. The team expanded access to self-service tools, making it easier for patients to manage their care.

Now, support team members and providers have a deeper understanding of patients — their health information and interaction history — which can lead to more informed insights. AI helps address issues so that care team members are able to spend time with patients who need help solving complex problems. The insights are further leveraged to help drive reporting on contact center key performance indicators (KPIs), from call abandonment rate to first call resolution.

Where did tech innovation meet human ingenuity?

PwC knows that digital transformation goes deeper than technology — it starts with people. Modernizing processes and workflows empowered the client to keep pace with evolving patient needs and a rapidly shifting healthcare landscape. Through a collaborative, cross-functional approach, leaders in strategy, technology and healthcare were brought together to deliver lasting change.

PwC helped drive adoption with a focus on building trust in AI — from training support team members on automation workflows to enabling clinicians to engage with predictive data insights. And the effort extended far beyond go-live — so AI worked for the people delivering care.

What was the real-world impact of approaching things differently?

Rather than relying solely on EHR systems, the team embraced a holistic, AI-enabled view of the patient’s journey — one that goes beyond clinical data to capture context, preferences and real-time needs. By using conversational AI to manage routine interactions, support team members are freed up to focus on the moments that matter most.

For patients, this means faster resolutions and more personalized care. For caregivers, it means clearer insights, reduced task burden and more time to deliver high-value, human support. It’s a clear example of AI that reimagines how technology can support people on both sides of the care experience.