SoundHound AI, Inc., a global leader in voice artificial intelligence, announced that MUSC Health has deployed an AI agent, powered by its Amelia Patient Engagement solution, to enhance patient access. MUSC Health’s new AI agent, named Emily, leverages Amelia’s integration with Epic to enable personalized, simplified, and efficient patient self-service. Amelia was recently acquired by SoundHound AI.
Emily is currently available 24/7 to answer calls within MUSC Health’s patient access center. Patients can speak with Emily to manage their appointments and get answers to non-clinical questions. The Charleston-based healthcare system anticipates that Emily will help increase patient satisfaction and operational efficiency.
“MUSC Health is committed to delivering best-in-class service to our patients. This includes all touch points in the care continuum. Thanks to Amelia’s integration with Epic, we are able to build and deploy a robust digital assistant that is already having a positive impact on patient access. Powered by the Amelia Patient Engagement solution, our digital assistant enables direct patient self-service, helping to reduce call volumes and wait times,” says Crystal Broj, Enterprise Chief Digital Transformation Officer at MUSC Health.
“As a patient, moving through the care continuum can be worrying, with long wait times and confusing administrative processes only adding to the stress. MUSC Health is facing this challenge head on by deploying an AI agent to provide patients with immediate, personalized appointment management support. The team at MUSC Health is a trailblazer in AI for healthcare, and we are proud to partner with them on their digital transformation journey,” says Michael Anderson, Executive Vice President of Enterprise AI at SoundHound AI.
Now part of SoundHound AI’s broader market offering, the Amelia Patient Engagement solution provides healthcare organizations with AI agents that leverage the latest in conversational AI and generative AI technology, while also maintaining reliability, security, and scalability. These AI agents are HIPAA-compliant and available across any voice- or chat-based channel to answer patient questions and automate self-service tasks through natural-language conversations.
Leading health systems deploy Amelia AI Agents to automate tasks such as:
- Scheduling and managing appointments
- Intake, pre-registration, and check-in
- Patient payments
- Medication refills
- Finding locations, doctors, and services
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