# How did Catholic Health use voice AI for patient portal support calls?

> Catholic Health deployed Notable voice AI for MyChart support calls that had relied on outsourced live agents. Notable reports call containment rising from 30% to 57%, a 50% cut in outsourced call volume, and a projected $350,000 a year in savings.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Catholic Health (health system)
- **Industry:** Hospitals & Health Systems — Health system (Buffalo, NY)
- **Roles:** Customer Support, Patient Access & Outreach
- **Tools:** Voice AI for MyChart support (Notable)
- **Status:** production · **Agent pattern:** voice-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- call containment: from 30% to 57% [1] (self-reported)
- outsourced call volume: 50% reduction [1] (self-reported)
- cost savings: on track to save $350,000 a year [1] (self-reported)

## How it works
1. Voice AI answers MyChart (patient portal) support calls.
2. Resolves routine issues; transfers the rest.

## Risks & compliance
- PHI handling (HIPAA); EHR write access
- Escalation rules needed for clinically urgent requests
- Vendor-published results; not independently audited

## Sources
1. Notable, "Catholic Health: AI MyChart Support, 57% Containment" (undated; accessed 2026-10-17) <https://www.notablehealth.com/customer-stories/catholic-health>
   > "Call containment rates improved dramatically, rising from 30% to 57%, resulting in a 50% reduction in outsourced call center volume."

Canonical: https://agentcasefile.com/cases/catholic-health-notable-voice-ai-mychart-support/ · License: CC BY 4.0 (summary) · Source: Agent Casefile