As healthcare faces mounting pressure from disjointed experiences and escalating costs, a new era of connected, intelligent care is emerging. Genesys is helping lead that transformation — using AI and workflow orchestration to bridge care gaps; streamline access; and reimagine every moment of the patient, member and clinician experience.

Across the industry, providers, payers and life sciences organizations are rethinking how they engage patients, using the Genesys Cloud™ platform to unite data, people and processes for more seamless, coordinated care experiences. As of the second quarter of our fiscal year 2026 (May 1–July 31, 2025) more than 700 healthcare organizations, including eight of the top 101, rely on Genesys Cloud to modernize how they connect with patients and deliver the next generation of healthcare experiences.

During the same period, Genesys powered over 500 million healthcare conversations, a more than 35% year-over-year increase. Each of those interactions represents how Genesys is helping the industry transform care journeys and deliver more personal and efficient care experience — where patients get access to the care they need, members can seamlessly navigate their care plans, new medications and devices reach patients faster, and staff is able to spend more time where it matters most: with people.

This momentum underscores a broader trend: The healthcare industry stands at a pivotal moment. Organizations are working to transform patient and employee experiences amid growing complexity, from evolving regulations and new care models, to a population with diverse health needs, to persistent workforce shortages, to legacy technology and more.

These pressures are exposing the limits of disconnected systems and fragmented experiences, underscoring the importance of connecting every facet of care — bringing patients, clinicians and intelligence together to create experiences that are as efficient as they are compassionate.

Connected Care, Orchestrated by AI

With Genesys Cloud, organizations can enhance experiences to remove silos, helping patients receive high quality care from empowered clinicians and support teams. The growing adoption of these capabilities shows that healthcare leaders are putting that vision into practice.

As of the end of our second quarter, 65% of Genesys healthcare customers are using Genesys Cloud AI, including more than 40 healthcare organizations that have adopted Genesys Supervisor Copilot since its launch in March 2025.

To streamline the patient and member journeys, healthcare organizations are increasingly using AI-powered virtual agents to understand intent and proactively schedule appointments, pay bills and premiums, understand their benefits, get access to information about their medication and devices, deliver follow-up care, and offer patients self-service options when they prefer. During the second quarter, the number of self-service conversations on Genesys Cloud in the industry grew by more than 2X year-over-year as patients increasingly turn to digital channels for convenience and control.

Meanwhile, knowledge queries across Genesys Cloud Agent Copilot, Virtual Agents and Knowledge Workbench surged by more than 4X, reflecting how healthcare organizations are expanding their use of AI-driven knowledge to streamline operations and improve the consistency and quality of information shared with patients and staff.

Advancing Connected Care

As healthcare organizations work to create more connected experiences Health CX™   integrated with Epic2 — one of the world’s most widely used electronic health record (EHR) systems — brings patient engagement and clinical workflows together on a single, intelligent foundation.

Used by healthcare providers like Yale New Haven Health, Health CX helps organizations automate routine tasks like appointment scheduling, billing and outreach, while embedding call controls and real-time staff assistance directly within Epic workflows to simplify care team effort in supporting patients. With AI-powered tools such as auto-summarization, it helps reduce after-call work and standardize data capture, so care teams can focus on meaningful patient engagement and ensure interactions are documented in the EHR. This unified, AI-enabled approach strengthens communication across voice, text and email — helping healthcare organizations deliver more connected, compassionate care at scale.

Improving Care Outcomes at Scale

Across the healthcare landscape, customers like Siemens Healthineers, Rush University System for Health, Tandem Diabetes Care, Dubai Health Authority, RedSalud, Sabin and more are achieving measurable results on Genesys Cloud, including:

  • Ascension, one of the nation’s leading nonprofit Catholic health systems, saw strong efficiency and customer experience improvements after its initial implementation of Genesys Agent Copilot AI capabilities within its Ascension Procurement and Payables Support team. Ascension cut handle times by up to 71 seconds and reduced agents’ after-call work by 11 seconds. The organization is also leveraging Genesys Supervisor Copilot, which provides automated conversation summaries, translations and AI-driven evaluation scoring, reducing quality review times and enabling leaders to complete more audits per agent.
  • Maxicare, the Philippines’ largest health maintenance organization serving nearly 2 million members nationwide, transformed its customer and employee experience after moving to the Genesys Cloud platform. With intelligent routing, workforce engagement tools and AI-powered agent guidance, more than 550 contact center agents now deliver faster, more consistent support. Since deployment, Maxicare has achieved a 30% improvement in service level (SVL), a 21% drop in abandonment rate and a 20% reduction in average handling time (AHT), delivering measurable efficiency gains, cost savings and stronger member satisfaction.
  • Steinberg Diagnostic Medical Imaging (SDMI) has reimagined the radiology patient journey with Genesys Cloud AI, cutting call abandonment rates from 10% to 2.9%, improving scheduling efficiency and giving patients peace of mind with 24/7 access to care. At the same time, Genesys Cloud Workforce Engagement Management (WEM) has empowered employees with real-time coaching, automated scheduling and streamlined workflows — driving a 40% reduction in manual scheduling tasks, an 18% decrease in after-call work and a 25% drop in attrition. This dual focus on patient and employee experiences highlights how AI and innovation can scale compassion and strengthen human connections in healthcare.
  • One of the largest Catholic healthcare systems in the US increased revenue generation by 10%, improved appointment scheduling efficiency by 13%, and cut AHT by more than 30 seconds per call with Genesys Cloud. Using Health CX, integrated with Epic, the organization introduced Epic-enabled virtual agents and enhanced IVR capabilities, giving callers seamless self-service options. Combined with Genesys Cloud Agent Copilots and WEM, these innovations ensure the health system’s 250 agents can deliver more efficient, compassionate care.

Discover how you can deliver connected, compassionate care with Genesys Cloud. 

1 Top 10 customers represent Genesys customers for the first half of FY26 ended July 31, 2025. Top customer rankings are based on reported revenue for the respective companies’ fiscal years ended on or before January 31, 2025.
2 Epic is a registered trademark of Epic Systems Corporation.