Patient-Facing AI Phone Calls
Patient-Facing AI Phone Calls includes products that enable AI-based interactions with patients over the phone. Most products in this space are focused on inbound calls, but there are some outbound call capabilities for appointment reminders and other administrative tasks. Some products will also have web- and chat-based capabilities as well. Companies in this category are differentiated by conversational capabilities powered by advanced AI included NLP, generative AI and machine learning.
Vendors in this category have varying coverage of use cases, including:
Appointment scheduling
FAQ for hours, location, parking, etc.
Prescription Refill requests
IT Helpdesk for patient-facing IT
Department and Provider Search
Patient billing
Differentiation in this space tends to come from factors including: - Ability to manage complicating factors like background noise, varied accents, and off-track conversations - Fluid conversational ability with a human-sounding AI, unlike traditional IVR call trees- Support for multiple languages, especially for a wider set of patient demographics- Fallback support with human agents when the AI isn’t getting the job done- Technical considerations including data privacy, security, and EHR integration quality- Analytics capabilities to help track success rates, errors, and unknown FAQs.
Product Usage: The Assort Health AI Call Center system is heavily used in managing patient appointments including booking, rescheduling, and cancelling for new and established patients.
Strengths: The system significantly reduces call abandonment rates, extends service hours beyond traditional call center operations, and allows for a smoother, more efficient patient experience.
Weaknesses: An area for improvement is in the linking of insurance to the patient, which has been a challenge but is expected to improve with the integration of Epic.
Overall Judgment: Assort Health AI Call Center has been highly beneficial, contributing significantly to improved patient experience and clinic efficiency, with potential for further growth and integration with revenue cycle management and other services.