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.

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 Agent Use Cases 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 use cases emerge. The following use cases are examples that are available to deploy today. Connect with your Customer Success Representative to discuss which use cases 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 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.

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. If you already have a text-enabled number, we can use that number for the AI agent.

• Directly calling the AI agent number: Alternatively, patients can call a dedicated phone number specifically for the AI agent. This number is configured as a new Artera line for your organization, dedicated to your AI Agent use case. The patient does not go through your organization’s main phone tree first; they connect directly with the AI Agent.

Human Handoff and Escalation

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.

Analytics for AI Agents

Customers using Artera AI Agents have access to the AI Agent Conversation Dashboard in Analytics Plus. This dashboard helps you understand how patients are connecting with your AI agents, including how they reach the agent and how their conversations resolve.

If you are interested in additional or custom reporting, work with your Customer Success Representative to scope reporting that fits your organization’s needs.

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.

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.

How does the AI agent handle language translation?
Language translations use a combination of large language models (LLMs), voice models, and speech-to-text technology, for natural, accurate multilingual conversations.

Which languages does the AI agent support for voice?
Artera AI Agents supports 32 languages for inbound calls made from patients. Those languages are:

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.