A patient's journey is rarely straightforward. A simple question about lab results can lead to scheduling a follow-up, closing a care gap, or completing intake paperwork. Artera AI Agents are fully autonomous voice and SMS agents that handle these dynamic conversations naturally -- managing scheduling, referrals, intake, and more while freeing up staff time. 

AI agents are the most advanced tier in Artera's AI portfolio, purpose-built for conversations that require flexibility and real-time decision-making. They work within your existing Artera workflows and integrations, so you can digitize processes without starting from scratch. 

We know that every healthcare organization adopts AI at its own pace--some workflows may be immediately ready for AI agents, while others continue using Artera's rules-based Conversation Flows. 

AI Agent ScheduleCare Workflow 

When thinking about how Artera AI agents can best support your operations, consider their ability to simplify the patient journey. he AI Agent's ScheduleCare workflow assists patients in canceling, rescheduling, or looking up their existing appointment information. 

Review the example below for an overview of how this workflow is orchestrated:

Workflow Example

In this example, when a patient calls a scheduling line configured with Artera AI Agents, they will go through the following workflow:

1.  The AI agent will greet the caller and present the required AI agent legal disclaimers.

2.  After the caller makes their request, the AI agent will collect their name and date of birth to verify if they are an existing or new patient.

3.  If the caller is a new patient, the AI agent will automatically redirect them to a live agent for assistance.

4.  If the caller is an existing patient, the AI agent will help them cancel, reschedule, or look up their existing appointment information.

5. If the caller makes a request that the AI agent is unable to fulfill, the caller will be automatically redirected to a live agent.

NOTE: This workflow provides just one example of a patient interaction. 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. As AI agents simulate natural conversation, the precise flow and duration of each interaction will dynamically adapt to the patient's specific requests and language.

What Do Artera AI Agents sound like?

To hear an example of an AI Agent in action, visit our website here and select one of the recordings to play.

How do we implement Artera AI Agents?

Please connect with your Artera Customer Success Representative for details on implementation and leading practices. Artera will work with you to understand your desired use cases, scope out the workflows of interest, and schedule a technical conversation to get started.

FAQs

Are Artera’s 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.

What if a patient wants to speak to a human while connected to an AI Agent?

If a patient would rather speak to a human representative, they can simply request that by saying something like “Representative” or “I need a human.” The agent will redirect their call to your organization’s fallback number to speak to a human. 

How do patients know which phone number to contact?

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

1. Using your existing phone number: We can integrate the agent directly into your phone tree. Patients will call your organization’s familiar phone number and when they select a specific option (like “4 for appointments”), their call will be seamlessly routed to the agent. If you already have a text-enabled number, we can use that number for the agent.

2. Directly calling the AI Agent Number: Alternatively, patients can call a dedicated phone number specifically for the agent. This phone number would be configured as a new Artera line for your organization and would be dedicated for your AI agent use case. This means the patient will not go through your organization’s main phone tree first; they will connect directly with the AI agent. 

Is there reporting available for AI Agents so we can understand how patients are connecting with the AI Agent?

Customers using Artera AI Agents have access to the AI Agent Conversation Dashboard in Analytics Plus.

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's AI Agents supports 32 languages for inbound calls made from patients. Those languages are:

Is the conversation transcript of AI agent interactions with patients located in Artera?

Yes, patient interactions with AI agents are documented in the Patient’s Channel within Artera. This transcript history populates in real-time as the patient is interacting with the agent.

Other than a patient requesting to speak to a human, does the agent redirect to a live representative in certain situations?

Yes, if your organization is leveraging AI agents for call triage in which the AI agent answers inbound calls, the AI agent will determine what the patient is calling for and can forward the call along appropriately to the right department.

Additionally, the AI agent can redirect to a live representative based on “escape values” that are specified by your organization during implementation. Examples include, but are not limited to: the sentiment of the patient’s message is negative, the patient is requesting emergency assistance, the agent is unable to understand the patient due to audio quality, accent, or complexity of request. 

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's 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.

What happens if the agent cannot help a patient?

Artera 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 transfered to a live agent with a warm handoff summary of the conversation.