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.
Proven engagement technology
Deliver advanced voice and digital patient experiences using the same market‑leading technology trusted by 85% of Fortune 100 companies best known for a great consumer experience.
Proven healthcare technology
The same conversational AI that powers virtual assistant capabilities within Epic, Cerner, and MEDITECH enable natural interactions for patients.
Integration to core systems
Connections to organization EHR, CRM, patient access center, revenue cycle systems, and telephony infrastructure allow intelligent automation.
Patient support expertise
Successful delivery of responsive assistance to patients by Nuance Service Desk for Patient Portal boasts a 100% client renewal rate.
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.
Digital engagement solutions (Play a video)
See how Nuance virtual assistants and chatbots provide conversational experiences that offer self-service and live assistance on the channels patients prefer.
Call deflection solutions (Play a video)
See how Nuance Interactive Voice Response (IVR) understands caller intent and can use voice-to-message capabilities to provide immediate, personalized assistance and reduce call wait times.
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
Meet staffing needs while containing costs
Protect valuable live agent time with call deflection and automated patient communication for common support issues. Interactive Voice Response (IVR) and virtual assistant capabilities provide support through a natural, conversational dialog.
Protect ROI and revenue
A well‑used patient portal and busy physicians maximize technology use and patient capacity. Boost patient portal use by easing access and automating self‑service. Limit revenue loss from no‑shows and improve communication with appointment reminders that enable convenient appointment management
Enhance service for a competitive edge
Build analogous patient experiences with intelligent, valuable responses for successful interactions—no matter how patients get in touch. Convenient tech‑enabled solutions enhance patient interactions, improving patient satisfaction, 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
Unified, omni‑channel communication
Personalized, automated outreach provides patients with relevant information over their preferred method of contact. Re‑use constructed conversational experiences within and across channels—eliminating redundant work.
24/7/365 assistance
Bilingual interactive assistance is always available, seamlessly addressing fluctuating call volumes and limiting call wait times and live agent use. Automated call deflection and triage provide self‑service options and quick answers to patient questions.
Intelligent conversational dialogs
Market‑leading conversational IVR technology uses natural language to capture and respond to requests accurately. Patients speak freely and in their own words—whether they’re talking to an FAQ‑type VA or a highly personalized, transactional bot or IVR.
Performance analytics
Real‑time analytics allows organizations to monitor, assess, and react to service performance metrics and identify improvement opportunities.
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