Intelligent virtual assistants in healthcare reduce routine work for patient access contact center agents so those agents are able to work at the top of their skillset. When IVAs and conversational AI are integrated with EMR systems, patients and care givers self-serve easily. They can be verified, schedule or cancel an appointment, or they can be routed to the correct queue / pod if more complex assistance is required. Agents, free from the burden of repetitive tasks, are more available to provide support and empathy to callers who need it. IVA solutions for health systems improve patient experience, reduce agent burden, optimize operations and cut costs for hospitals and clinics.
