Nuance Patient Engagement Solutions

Deliver better patient experiences with AI‑powered, omni‑channel technology

Nuance patient engagement solutions combine decades of healthcare expertise with award‑winning intelligent engagement technology trusted by 1,500 leading brands. A single platform based on proven AI powers the modern Digital Front Door, bringing world class consumer engagement to healthcare and advancing the quality of service organizations deliver across the patient journey.

A single conversational AI platform

Solve pressing patient engagement issues across the patient journey with pre‑built or custom applications that deliver consistent and contextually‑relevant experiences across channels.

Award-winning excellence delivers results

AI at the Digital Front Door

Nuance Patient Engagement Solutions use the same award-winning platform that powers over 31 billion intelligent customer interactions annually for leading brands around the world. By applying intelligent technology to use cases across the patient journey, organizations can deliver digital convenience that promotes better patient engagement and greater satisfaction.

Delivering measurable outcomes across channels

42%

Reduction in Agent Handle Time (AHT)

85%

First Contact Resolution (FCR)

26%

Increase Customer Satisfaction (CSAT)

Benefits

Boost satisfaction to advance patient engagement, retention, and outcomes

Industry challenges

World‑class consumer engagement technology solves pressing issues in patient engagement

$150B

attributed to missed healthcare appointments in the U.S. every year

50%

of support tickets involve password resets, account unlocks, account activations, pre‑visit preparation, and post‑visit follow up

84%

of patients under 40 look for providers who use advanced patient engagement technology

Features

Everything you need for engaging patient experiences

Solutions

An expanding portfolio to simplify patient engagement

Proactive and responsive communications instill trust and strengthen the relationship between patients and their care team. Our pre‑built solutions, the first of many, give patients the information they need—on their terms.

Nuance Appointment Management

On average, 13% of patients are appointment no‑shows. Patients who come to their appointments without the necessary preparations—fasting, completed lab tests, etc.—further impact patient care and organization revenue. Nuance Appointment Management automates outreach using voice and SMS notifications and reminders. IVR technology automates delivery of helpful information for inbound appointment‑related voice calls. A message on‑demand application with real‑time EHR integration sends messages using the patient’s preferred method of contact. Helpful reminders, notifications and special messages improve appointment adherence, impact revenue and boost satisfaction.

  • Automated appointment reminders
  • Inbound voice inquiries
  • Interactive rescheduling
  • Appointment or patient‑related messages
  • SMS messages to patients from Epic EHR
Nuance Patient Support

Nuance Patient Support offers interactive bilingual 24/7/365 assistance powered by industry‑leading natural language understanding. IVR and virtual assistant capabilities help patients self‑serve account access and activation issues or receive automated answers to frequently asked questions over voice or online chat. Similarly, patients seeking assistance with telehealth applications or devices receive instructions and help with testing and troubleshooting, with the option to transfer to a live agent. Organizations share useful information that leads to greater patient portal access and telehealth success.

  • Proactive outreach to ensure patient readiness for telehealth appointments
  • Automated assistance with patient portal account access, telehealth appointment preparation, and FAQs (general questions, COVID vaccine)
Do it yourself, but not alone.

With Nuance Mix conversational AI tooling platform, organizations can harness the power of best‑in‑class conversational AI Services and APIs to design a natural, conversational patient engagement experience. Once an application exists, quick adjustments allow deployment in multiple languages across voice and digital channels. Patients experience consistent, intuitive conversational AI—no matter how they choose to get in touch.

  • IVR, chatbots & virtual assistants, smart speakers, and messaging
  • Speech to Text (STT), interactive dialog, Natural Language Understanding (NLU), Text to Speech (TTS)
  • Context and session awareness

Let's modernize the digital front door and improve the patient experience together.