RUSH UNIVERSITY SYSTEM FOR HEALTH
Jeff paints a helpful picture:“ Here are the words the person is saying, but here is what their voice is saying. We mix that together, so when the person interacts with a live agent, that agent is as prepared as possible for the call.
“ One of the biggest problems in healthcare today is access. If we can move calls that don’ t need a human to self-service, agents can focus on the most complicated scheduling. That’ s the promise of AI in the contact centre.”
Nevertheless, Jeff is candid in assessment of Rush’ s AI maturity:“ I feel like we’ ve only scratched the surface in what AI can do to make our agents more productive.”
RushConnect and digital navigation Rush’ s earlier mobile app, MyRush, had around 15,000 users but functioned largely as a simple front end for MyChart,
“ Data is the lifeblood that drives this next transformation”
Jeff Gautney SVP and CIO Rush
its electronic health record portal. Three years ago, Jeff and Chief Medical Officer Paul Casey were tasked with building something more ambitious.
The result was RushConnect, a mobile platform powered by Gozio Health, a company specialising in healthcare wayfinding and digital engagement technology. It has reshaped how patients navigate their care.
“ It’ ll connect you through whatever navigation tool you prefer, like Waze or Google Maps, then give you turn-by-
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