Becker's Healthcare November 2, 2021
Cleveland, Ohio-based University Hospitals — which has 150 hospitals, outpatient centers and primary care facilities — is deploying artificial intelligence company Interactions’ AI-powered virtual assistant to schedule appointments.
Five details:
1. University Hospitals is deploying the tool to alleviate long wait times over the phone or accidental misdirections, according to a Nov. 2 news release. The tool will allow patients to update patient profiles; schedule, reschedule or cancel appointments; or get appointment details without needing an agent.
2. The health system receives 2.2 million phone calls to its contact center each year. Of those calls, 1.7 million are related to scheduling, rescheduling or canceling appointments.
3. After the AI tool authenticates...
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