HealthLeaders Media January 20, 2026
Scott Arnold, the hospital’s Chief Digital and Innovation Officer, says Aimee is improving call center operations, and taking the heat out of spicy interactions.
KEY TAKEAWAYS
– Many hospital call centers struggle to keep up with traffic, losing hundreds to thousands of calls each month when callers hang up or are directed to the wrong department.
– AI bots can supplement call center staff to manage excess traffic, quickly redirecting callers to the right resources and handling basic queries like directions.
– At Tampa General Hospital, an AI agent named Aimee was also trained to recognize vulgar language and help guide angry or frustrated callers to someone who could calm them down.
For many health systems and hospitals the call...
Today's Sponsors
Today's Sponsor