Technology that helps patients help themselves
Our interactive voice response (IVR), digital virtual agent (VA), and outbound patient support solutions provide patients with automated assistance for common inquiries. Meet patient needs while reducing staff workloads by intelligently sharing useful information within positive patient experiences.
Enable convenient self‑service
Nuance NLU‑powered intelligent virtual assistant extends efficiency to patients seeking assistance through online chat. Create personalized, conversational interactions that deliver fast answers to questions, increasing satisfaction while reducing staff workload.
Delight patients and gain efficiencies
Frictionless, effective self‑service gives patients fast answers to their questions, increasing patient satisfaction while reducing staffing costs. When only a human will do, live agents with activity history and patient information resolve issues faster.
Boost patient satisfaction when a single omni‑channel solution powers contextually relevant, natural, and productive interactions over phone, chat or text. Automated, interactive assistance is always available for quick task completion.
Attract and retain patients with the same digital conveniences offered by consumer brands. Help patients ready their applications and equipment for telehealth appointments and boost schedule utilization with efficient, on‑time virtual visits.
Enable cost‑effective use of live support with virtual assistants that deflect inquiries from staff to expand support capacity and reduce support costs. Heighten the patient experience when live agents avoid asking redundant questions and deliver quick help.
Advance a comprehensive engagement strategy and use automation to continually add efficiencies with a single solution that expands to additional patient journey use cases and channels.
Grow patient engagement, accountability, and wellness with superior patient experiences and digital convenience. Improve outcomes when patients conveniently manage their care on their own terms with technology‑enabled solutions.
Limit repeat calls and promote self‑reliance when patients learn how to use the patient portal and understand its functions. Increase patient portal use to maximize EHR benefits and its investment value.
Nuance Virtual Assistant is relied on by brands worldwide to deliver measurable business value.
drop in live agent interactions
decrease in average handle times
first contact resolution
Every little bit helps
Intelligent automation combines with live agents for better support experiences that drive value for healthcare organizations.
Deflect work from support staff and deliver quick help to patients over voice and digital channels with automated assistance for patient portal access, virtual visit support, and FAQs. Send SMS messages with helpful, self‑service URLs, or trigger conversational instructions that walk patients through small, easy steps.
Ensure successful virtual visits by sending an automated voice and/or SMS message to patients with upcoming telehealth appointments and confirm patient readiness. Patients needing assistance easily receive instructions and help with configuring, testing, and troubleshooting applications and equipment.
Provide patients with convenient, real‑time, bilingual (English and Spanish), 24x7x365 live agent support for all inquiries over the phone or online.
A conversation piece for routine tasks
An AI‑first approach automates support for common issues with intelligent self-service.
Provide patients with responsive support no matter how they get in touch. Whether calling, chatting, or responding to a text, patients experience a personalized, natural conversational experience. Contextually relevant interactions mean patients can toggle seamlessly between channels without having to repeat themselves.
Power conversational interactions over voice and digital channels with unified Natural Language Understanding (NLU) backed by a large, vertical‑specific data repository that understands intent. Patients verbalize their requests and quickly get the help they need.
Provide personalized assistance and access real‑time patient and scheduling information by integrating with EHRs (Epic, Cerner, MEDITECH, Allscripts, etc.). Gain visibility and access to the patient communication trail, patient activity, and organization messaging use by integrating with CRMs (SFDC, Dynamics and others).
Map patient journeys and use real-time data and logs from a single solution to gain complete visibility of self‑service and human‑assisted interactions in every channel. Real‑time analytics allow organizations to continuously optimize patient journeys and identify areas for improvement.