Talkdesk is advancing the adoption of generative artificial intelligence (GenAI) to further enhance efficiency in contact centers. Following the recent introduction of Talkdesk Autopilot, the company has unveiled Talkdesk Autopilot for Healthcare at the Healthcare Information and Management Systems Society (HIMSS) Global Health Conference and Exhibition.
“Talkdesk continues to invest in meeting healthcare organizations’ unique and important needs with purpose-built solutions and integrations. Combining the power of GenAI with deep and sophisticated healthcare workflows makes Talkdesk Autopilot for Healthcare a landmark innovation that helps fully resolve, not just deflect, the needs of patients and caregivers throughout their journey. We’re proud to work with great customers every day to deliver a better experience, reduce the burden on human staff, and deliver value to the entire healthcare system,” said Tiago Paiva, Chief Executive Officer and Founder of Talkdesk.
This new virtual agent, part of the Talkdesk Healthcare Experience Cloud, is designed to address patient and member needs with healthcare-specific integrations, workflows, and GenAI models. Talkdesk Autopilot for Healthcare streamlines the patient journey, handling tasks such as new patient acquisition, appointment management, secure payments, clinic location searches, and claims and prior authorizations. The solution seamlessly integrates with Electronic Health Record (EHR) systems and digital triage platforms like Infermedica and Isabel Health, offering a connected and intelligent assistant.
Actively performing tasks
Unlike traditional call center automation, Talkdesk Autopilot doesn't just deflect queries to online tools but actively performs tasks requested by patients. It ensures a smooth interaction by involving human agents when necessary, leading to improved patient acquisition and loyalty.
The Talkdesk Healthcare Experience Cloud is compatible with major EHR platforms, including athenahealth, Epic, and Oracle Health (formerly Cerner). The recent announcement extends support for multiple EHR systems, enabling efficient information exchange during conversations and enhancing accuracy, personalization, and overall efficiency in healthcare contact centers.
“Our consumers increasingly expect convenience and ease when engaging with their healthcare provider. Talkdesk Autopilot for Healthcare has helped us automate common patient calls and chats, freeing our staff to focus on helping our patients and families with the most complex needs. AI has amazing potential to help healthcare, but it’s critical to partner with vendors who understand the industry and can collaborate to build solutions to fit its unique requirements. We’re excited to continue to innovate with Talkdesk,” said Jeff Kaplan, vice president of Patient Access at Memorial Healthcare System.
Talkdesk has also boosted the educational sector by introducing Talkdesk Education Smart Service, a specialized package designed to streamline and enhance customer service in higher education institutions.
