What You Should Know:
– SoundHound AI, Inc., a global leader in voice and conversational AI, has partnered with Primary Health Solutions (PHS) to deploy a new AI-powered patient engagement platform.
– The initiative makes PHS one of the first Federally Qualified Healthcare Centers in the U.S. to use AI Agents to create a more seamless and engaging patient experience.
Denise: Conversational AI Platform
The new conversational AI platform, named “Denise” in honor of a PHS call center employee, will initially streamline scheduling, confirmations, and cancellations for patients. It has a roadmap to help with more complex, non-clinical inquiries in the future. The platform’s Voice AI Agents are capable of quickly and accurately understanding multilingual requests while adhering to strict HIPAA guidelines.
Potential future use cases for Denise include having the platform’s AI Agents proactively reach out to patients with appointment and medication reminders, which would allow PHS to close identified gaps in care. The platform’s roadmap will also extend to referrals, refills, and billing.
Reducing Administrative Burden to Improve Patient Care
By deploying AI Agents, PHS aims to significantly reduce the time patients spend on hold waiting for basic information and changes. At the same time, the technology is intended to free up both call center operatives and office staff to focus on more involved or sensitive queries, which will provide more personalized support.
“Denise is more than just a platform; she’s an extension of our team,” said Andrea Merick, COO of Primary Health Solutions. “By naming the platform after a valued colleague, we’re symbolizing our commitment to maintaining a personal and empathetic touch even as we embrace technology to improve efficiency and access.”
