# How did Southwest General use an AI voice assistant for insurance calls?

> Southwest General (Ohio) deployed HOPE, a Notable AI voice assistant, to answer inbound insurance FAQ calls 24/7 during payer contract negotiations. Notable reports it answers 100% of those calls and saves $4 per call.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Southwest General Health Center (community health system)
- **Industry:** Hospitals & Health Systems — Community hospital
- **Roles:** Patient Access & Outreach, Customer Support
- **Tools:** HOPE AI voice assistant (Notable)
- **Status:** production · **Agent pattern:** voice-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- coverage of insurance FAQ calls: 100% answered [1] (self-reported)
- cost per call: $4 saved per call [1] (self-reported)

## How it works
1. Voice AI answers inbound insurance and network-status FAQ calls.
2. Runs 24/7 with consistent messaging during payer negotiations.
3. Escalates calls needing a live agent.

## Risks & compliance
- Automation writes into the EHR; errors propagate to registration and billing
- PHI handling (HIPAA)
- Vendor-published results; not independently audited

## Sources
1. Notable, "Southwest General: HOPE AI Voice Cuts Hold Times" (undated; accessed 2026-10-17) <https://www.notablehealth.com/customer-stories/southwest-general-health-center-hope-ai-voice-assistant>
   > "HOPE helps patients get the information they need while easing pressure on our call center staff."

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