What You Should Know:
– Johns Hopkins Health System has selected Talkdesk Healthcare Experience Cloud to modernize its contact center operations as part of a major technology initiative. The move aims to streamline interactions, enhance service delivery, and support multi-channel patient communications.
– The implementation leverages the Talkdesk Customer Experience Automation™ (CXA) platform to improve how Johns Hopkins engages with patients.
Improving Patient Engagement with AI and Automation
The Talkdesk platform will provide Johns Hopkins Health System with a suite of advanced features to power its contact center. These include AI-powered self-service, intelligent routing, and omnichannel engagement capabilities. These tools are designed to help patients get the information they need more quickly and be routed to the right resources, whether through phone, chat, or other channels.
A key part of the integration is the secure connection with Epic, the health system’s electronic health record (EHR) system. Talkdesk will embed its agent tools directly within Epic, creating a seamless workflow for staff. This integration is the result of Talkdesk’s participation in Epic’s Workshop co-development program, ensuring close alignment between the contact center and EHR functionalities.
“Talkdesk Healthcare Experience Cloud is purpose-built for healthcare and designed to help organizations improve operational efficiency and service quality,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
