MLK Community Healthcare implemented Fabric’s bilingual virtual assistant on the health system’s website homepage and named it “Mia.” Mia engaged with patients via AI chat to screen for COVID-19 symptoms and risk factors, inform vaccine eligibility, answer common COVID-19 questions, and direct patients to the appropriate hospital resources. In addition to Mia, MLKCH also leveraged Fabric’s SMS outreach feature to notify patients on vaccine availability and eligibility.
This virtual assistant offered patients with on-demand, personalized self-service, 24/7/365. Outside of COVID-19 solutions, MLKCH used Fabric’s Digital Front Door®, providing triage and intake appointment requests to reduce call center congestion and improve the patient experience.
5,000+
Screenings for community members
88%
Completion rate
37%
Of patient engagements were new patient interactions
22%
Of screenings were in Spanish
