Introduction
Emmie is Epic's patient-facing AI assistant in MyChart. Patients can ask Emmie questions about appointments, bills, test results and their care, and Emmie can help with tasks like scheduling. Sutter Health was reported as the first live site for "Ask Emmie", and at Epic's 2026 user group meeting organisations shared results such as Ochsner Health saving over 1,000 hours of call centre time in ten months and Community Health Network seeing 73% fewer billing-related In Basket messages. Epic also reported that over a third of Emmie conversations happen after hours. The prompt asks how we would measure Emmie's success.
I'll cover product context, goals, a North Star Metric with breakdown, supporting metrics, guardrails, trade-offs and counter metrics, then suggest initiatives.
Step 1
Product Context (3 minutes)
Emmie lives inside MyChart, which health systems configure and brand. Each organisation decides which Emmie capabilities to enable.
Key stakeholders:
- Patients and caregivers using MyChart.
- Health systems (Epic's customers): want lower call volumes, fewer portal messages to clinicians, and happier patients.
- Clinicians and nurses: want fewer routine messages in their In Basket.
- Call centre and billing staff.
- Epic: wants Emmie adopted widely and trusted.
- Regulators: patient safety and privacy.
User flows:
- A patient asks "Why is my bill $240?" and Emmie explains charges and payment options.
- A patient asks "When is my next appointment and do I need to fast?"
- A patient asks about a lab result; Emmie explains in plain language and suggests messaging the care team when needed.
Lifecycle stage: Early growth; live at a growing number of organisations.
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