Revolutionizing Patient Service with Conversational AI

Innovations in AI and automation technologies are presenting new opportunities to automate processes and improve user experiences in healthcare. One of the most popular is Conversational AI, which enables human-like interactions in natural language, allowing for analysis of spoken word and conversational communication. Today, Conversation AI is playing a crucial role in transforming various aspects of healthcare delivery, from patient engagement and education to clinical decision support and administrative efficiency. One of the simplest ways to adopt this technology with high returns is in access...

Traditional IVR systems often involve navigating through a series of static menus, requiring patients to press buttons or speak predefined commands. Applied to this process, Conversational AI goes beyond question-and-answer based interactions and allow patients to interact with the system in a more human-like way. This can eliminate frustrating phone tree options, improving the patient experience, as well as provide efficiencies by automating routine tasks...

Efficiencies that benefit patients and providers alike.

Automating simple tasks preserves staffing resources for more complex interactions and minimizes call volumes so agents can serve patients faster and in a more personalized way. Additionally, these systems introduce the ability to analyze patient interactions to identify common pain points, evolving needs, and create opportunity for continuous improvement. Furthermore, the automation of quality assurance and compliance measures create protections for patient interactions by eliminating the likelihood of human error.

Envera has long held the belief that an optimized access experience requires the right combination of people and technology. This is why our customized solutions are designed with both. We’ve found that even the smallest application of automation technology improves the experience for patients and agents. For example, simply automating the patient verification process negates speed to answer as a performance metric, guaranteeing immediate service for callers, and improves handling times by an average of 22%— not to mention relieving agents of a tedious time-consuming task.

Customized AI-driven solutions can integrate with the existing EHR to provide data real-time, ensuring the agent and the system are up-to-date. Acting as the first point of contact, patient verification is completed prior to handing the patient off to the proper agent to complete their request. Beyond verification, many other processes are ripe for automation; conversational AI can execute routine office inquires, physician communication requests, referrals, prescription refills, as well as quality assurance measures. Additionally, it has the capability to flag callers for suspected emergent/urgent issues, ensuring at risk patients get assistance faster.

Ready to learn more? Contact Envera for an obligation-free consultation and revolutionize your access experience today.