With Banner Health’s backlog of patient questions about imaging visits, patients waited hours or even overnight for answers to simple questions like “where should I park?” But with Luma’s conversational AI, patients get answers in real time, and are intelligently routed to a staff member to continue the conversation if needed.

“The staff time savings are significant, and our patients are getting quick answers and a better consumer experience,” said Digital Product Manager Annie Wang.

• 70% less manual message triaging
• 2,300+ conversations handled completely with AI in one year
• 6 hours sooner responses for patients, on average

Learn more about Luma’s Navigator and book a call with Luma’s AI experts.

The University of Arkansas for Medical Sciences (UAMS), Arkansas’s only academic medical center and Level I trauma center, relies on its centralized contact center as a key hub for patient access. But like many health system contact centers, UAMS’ call center was overwhelmed with manual tasks.

With Navigator, UAMS solved a key pain point for the contact center — after-hours calls from patients needing to cancel appointments. Now, they’re seeing results like these:

• 95% of inbound calls to after-hours line are automated
• 800+ fewer call center hours spent processing cancellations annually
• Nearly 10,000 calls handled annually without staff intervention

Want to learn more? Book a quick call with a Luma + Epic expert.

Given extremely high security, privacy, and performance requirements, healthcare organizations are justifiably sensitive to the constantly evolving landscape of AI.

This document is designed to support healthcare organizations in approving Luma’s Navigator product by addressing key concerns around compliance, transparency, business value, and interoperability.

This resource aims to simplify the decision-making process for AI governance committees at healthcare organizations. Roles who might use this resource include clinical leaders, executives, data experts, ethics officers, patient advocates, and operational specialists.