Artera helps specialties, FQHCs, clinics, health systems, and federal agencies strengthen how they communicate and care for patients. We pair our secure agentic platform with dedicated AI Service Squads to solve urgent workflows from day one and custom-build solutions as your needs evolve.

AI Solutions

Artera AI Agents are autonomous voice and SMS agents that handle dynamic conversations naturally -- managing scheduling, referrals, intake, and more while freeing up staff time. 

Artera AI Agents offer flexible integration and can be enabled on direct lines or within existing phone trees, with customizable transfer lines to live agents. The precise flow and duration of each interaction will dynamically adapt to the patient's specific requests and language.

• Deploy Standard AI Solutions: Launch AI agents for scheduling, intake, referrals, payments, care gaps, and more.
• Build Custom AI Solutions: AI Service Squads, dedicated teams for Artera's AI builders, work directly with provider teams to build solutions for challenges unique to each organization.
• Both: Start with standard solutions for immediate impact and scale with custom AI agents as needs evolve.

AI Agents in Action

To hear an example of an Artera AI Agent, visit our website and select a recording to play.

All patient interactions with AI agents are documented in the Patient’s Channel in the Artera Inbox. This transcript history populates in real-time as the patient is interacting with the AI agent. An Artera user who picks up a handoff can read what the patient has already said and continue without asking the patient to repeat themselves.

Working with your AI Service Squad

Artera pairs the Harmony platform with an AI Service Squad, a dedicated team of Artera builders who work directly with you to design, build, and support custom AI agent solutions for your organization. Squads are organized by provider type - specialty practices, FQHCs and CHCs, health systems and IDNs, and federal agencies - so your team works with builders who understand your workflows. Your AI Service Squad supports you across four stages: 

• Discover: Identify the workflow or pain point you want to solve.
• Design: Scope a solution built around your existing workflows and integrations, rather than a one-size-fits-all product.
• Build and deploy: Configure and launch the AI agent within Artera.
• Optimize: Monitor real usage and refine the solution as your needs evolve

AI Agents to Get Started

Artera continues to expand the workflows our AI agents support. Artera AI Agents can support workflows across the full patient journey, including scheduling, intake and registration, referral management, payments, care gap closure, prior authorizations, and post-visit follow up. 

Your Squad continues to work with you as new AI agents emerge. The following AI agents are examples that are available to deploy today. Connect with your Customer Success Representative to discuss which fit your organization.

• Verify, reschedule, or cancel an appointment: Patients can call in or receive an outbound call to verify, reschedule, or cancel an existing appointment. The AI agent confirms the patient's identity, pulls appointment details from your EHR, and completes the request from start to finish. If the request cannot be resolved, the AI agent transfers the call to your staff with a full summary of the conversation.

• Schedule a new appointment: Patients can call in or be prompted to book a new appointment. The scheduling AI agent checks provider availability, insurance, visit type rules, and location constraints, then books the appointment and sends a confirmation. No staff involvement is required. Click here to learn more about Artera's scheduling AI agent.

Patient Access and Phone Number Setup

When we configure AI agents, you have options for how patients reach them. Our team works with you to decide which approach makes the most sense for your organization and patients.

• Using your existing phone number: We can integrate the agent directly into your phone tree. Patients call your organization’s familiar phone number, and when they select a specific option (like “4 for appointments”), their call is routed to the AI agent.

• Through a dedicated AI agent line:  Patients call or text a number configured specifically for your AI agent and connect without going through your main phone tree. 

Text does not route through a phone tree. Under either setup, texts reach the AI agent directly.

Human Handoff and Escalation

Every AI agent is built to recognize what it cannot do. Rather than dead-ending a patient, it transfers the patient to a live team member with a summary of the conversation. Artera AI Agents can transfer a patient to a live representative in several situations:

• Patient request: If a patient would rather speak to a human, they can say something like “Representative” or “I need a human.” The AI agent redirects the call to your organization’s fallback number.

• Call triage routing: If your organization uses AI agents for call triage, the agent determines what the patient is calling for and forwards the call to the right department.

• Automatic escalation: The AI agent can redirect to a live representative based on “escape values” your organization specifies during implementation. AI agents are trained to detect negative sentiment, emergency requests, audio quality issues, and other escalation triggers. When these are identified, the patient is automatically transferred to a live agent with a warm handoff summary of the conversation.

• Out-of-scope request: If a patient mentions something outside of the scope of a particular AI agent's workflow, the patient is automatically redirected appropriately.

Analytics for AI Agents

Customers using Artera AI Agents have access to the AI Agent Conversation Dashboard in Analytics Plus. This dashboard helps users understand how patients are connecting with AI agents, including how the patient reached the AI agent, confirmation rates, how often a cancellation becomes a reschedule, where patients drop off, how their conversations resolve, and more. 

To scope reporting beyond the dashboard, work with your AI Service Squad.

FAQs

Are Artera AI Agents secure?

Yes, Artera’s best-in-class InfoSec approach keeps AI safe, compliant, and built for healthcare. Artera AI Agent features meet top industry standards: SOC 2 Type 2, HITRUST Certified, and HIPAA compliant. Plus, we do not use PHI/PII in training models. 

Can we customize the AI agent's voice and script?

Yes. The agent's voice, script, and response timing are fully customizable and configured during implementation to match your organization's preferences.

Does the patient know they are speaking with an AI agent?

Yes. The AI agent identifies itself and a patient who would rather speak with a person can ask for one at any point in the conversation.

Are patient conversations with the AI agent recorded?

Yes, all agent conversations are transcribed in the Patient Channel within Artera, and call recordings are stored for the duration of our partnership with you. Patients are made aware of the recording via the agent disclaimers shared with them. If the patient does not consent, they can hang up at any time.

Will the AI agent work with our phone system?

Yes. Artera AI Agents are platform-agnostic and work with a variety of phone systems without requiring a deep telephony integration.

Does the AI agent support multiple languages?
Yes. Artera AI Agents can talk with patients in many languages on both voice and text, and a single agent can be set up to support more than one. The agent does not run conversations through a separate translation tool. The AI model understands the patient and replies directly in their language, which keeps the conversation natural and keeps patient information within the agent.

On a voice call, two speech models work alongside the AI model: a speech-to-text model turns what the patient says into text and a text-to-speech model speaks the agent's reply in the same language. Text conversations have no speech step, so the agent reads and writes in the patient's language directly. The languages available depend on the channel and on how each agent is configured.

Which languages does the AI agent support for voice?
Voice languages are limited by the speech models, not by where the agent runs. Calls use Deepgram for speech-to-text and ElevenLabs Flash 2.5 for text-to-speech. A language has to be supported by both models and enabled by Artera. This applies to inbound and outbound calls. Languages depend on how each agent is configured, so they can differ between customers. Ask your AI Service Squad which languages are enabled on your agents.

On agents set up for more than one language, ten languages can switch mid-call: English, Spanish, French, German, Hindi, Russian, Portuguese, Japanese, Italian, and Dutch. The agent can only switch between the languages enabled on it. Any other language is set at the start of the call and stays the same for the rest of that call.

Supported languages may change as Artera updates the models behind its AI agents. For the current model-level lists, see:

• Deepgram: Models and languages overview

• ElevenLabs Flash v2.5: What languages do you support?

Which languages does the AI agent support for text?
Text conversations do not use a speech model, so there's no fixed list of supported languages. By default the agent replies in the language the patient writes in, unless it is set up for specific languages only. Quality depends on the AI model the agent uses. Widely spoken languages work well. For less common languages, such as Pashto, Nepali, Swahili and Kinyarwanda, Artera recommends testing with a native speaker before launch.

Two things to plan for:

• Each language needs approved copy for the AI disclosure and any other scripted text. Artera can provide a translated version for your team to review.

• Messages in languages that do not use the Latin alphabet, such as Arabic, Chinese or Russian, and messages with some accented characters fit fewer characters into each SMS segment. These messages may be split into more segments than the same message in English.

Artera will inform you if a change to the underlying models affects the languages your agents support.

What if a patient does not hang up after the request has been completed by the agent?

The AI agent session has a configurable time limit after which it ends automatically.

What is the capacity of Artera AI Agents to handle a large influx of inbound calls?

There is no limit to the amount of unique calls the AI agent can handle at once.