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 solution 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.

Meet the demand for digital convenience

A single, intelligent omni-channel solution powers contextually relevant and natural interactions across voice and digital channels to boost patient satisfaction, foster better engagement, and achieve better outcomes.

A single conversational AI solution

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

Elevate your approach to patient engagement

Proactive and responsive communications instill trust and strengthen the relationship between patients and their care team, resulting in better patient adherence, retention and outcomes. Achieve operational efficiencies and help patients manage their care on their terms with an expanding portfolio of existing applications—or custom‑build your own.

Interactive Voice Response (IVR) in the Patient Access Center

Greet patients with “How can I help you today?” and let them use natural language on voice and digital channels to verbalize their needs—faster and easier than choosing from a laundry list of recited options. Patients are accurately routed to live agents, to helpful self‑service options for quick task completion, or per existing protocols. Unparalleled Nuance IVR technology accepts the patient reply, understands intent, and resolves the request. Shorter call times and wait times please patients while self‑service options achieve call containment for reduced staff workload.

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. Automate voice and SMS appointment reminders or field inbound voice appointment inquiries and offer real‑time rescheduling capabilities on the channel of contact. Enable native messaging from any application and manage proactive outreach to improve appointment adherence, promote wellness, impact revenue, and boost satisfaction.

Patient Support

Provide 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 preparing for their virtual visit receive instructions and help with testing and troubleshooting, with the option to transfer to a live agent. Organizations conduct proactive outreach and share useful information that lead to greater patient portal access and telehealth success.

Do it yourself, but not alone.

With Nuance Mix tooling platform, organizations can harness the power of best‑in‑class conversational AI services and APIs to design a natural, conversational patient engagement experience. Use IVR and Natural Language Understanding (NLU), Text to Speech (TTS), and Speech to Text (STT) to power interactive dialogs and virtual assistants on voice and digital channels. Once an application exists, quick adjustments allow deployment in multiple languages across multiple channels. Patients experience consistent, intuitive conversational AI—no matter how they get in touch.

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