SoundHound AI has announced that MUSC Health has deployed an AI Agent called Emily. This is powered by the Amelia Patient Engagement solution. Amelia is MUSC Health’s new AI agent, which it acquired when it bought Amelia earlier this month.
MUSC Health has taken advantage of Amelia’s integration with Epic, its patient management system. It enables MUSC Health to deliver a personalised and efficient patient self-service system that is available 24×7. Emily answers calls to the MUSC Health patient access centre. Emily will deal with a wide variety of calls. Including an interactive conversation about managing appointments and answers to non-clinical questions. These could include locations of clinics, and opening times. MUSC Health believes that the new AI Agent will help increase patient satisfaction as well as lighten the load on health centre staff.
Crystal Broj, Enterprise Chief Digital Transformation Officer at MUSC Health, commented, “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.”
Michael Anderson, Executive Vice President of Enterprise AI at SoundHound AI, said, “As a patient, moving through the care continuum can be worrying, and long wait times and confusing administrative processes only add 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.”
Amelia powers up SoundHound AI
The Amelia Patient Engagement solution can deliver both reactive and proactive experiences to patients using conversational AI and generative AI technology. The platform is also secure, reliable and scalable to meet the highest demands. Each AI Agent is HIPAA compliant and can work across voice and chat channels to answer patient questions or contact patients proactively.
The AI Agent can automate tasks such as:
- Scheduling and managing appointments
- Intake, pre-registration, and check-in
- Patient payments
- Medication refills
- Finding locations, doctors, and services
The results are impressive. Amelia handles around 90% of first-touch requests without requiring a handoff to a human. The benefit of reducing call volumes is huge. Importantly, it can help eliminate wait times during busy periods. The fact that it can also be called 24×7 means that wait times for patients rarely exist.
Using its standard LLMs or private LLMs created by clients, Amelia can achieve an average of 93% intent recognition for healthcare organisations. The agent can then act on that intent. One client eliminated 14,000 hours of productivity by using the platform.
Enterprise Times: What does this mean
The combination of generative and conversational AI is transforming healthcare. Amelia is proving that, and these new technologies can make a real difference for both patients and healthcare employees. There are other solutions, such as Opkit achieving similar results, that will almost certainly mean that every healthcare organisation will soon use AI to answer the majority of first-response calls.
SoundHoung is gathering a wide collection of industry-specific Voice AI solutions. Amelia is just the latest solution that it has acquired and is offering. Listed on NASDAQ, SoundHound secured a $125 million loan facility in April 2023, and the Amelie investment is already proving wise. It will be interesting to see how quickly it can roll out its solutions across the healthcare industry worldwide. It already has offices in the US, Canada, Germany, France, China and South Korea. Where will it land next?
