Conversation Flows are intelligent, rules-based virtual agents designed to streamline workflows, enhance communication efficiency, and improve patient interactions, powered by Natural Language Understanding (NLU). 

What is Natural Language Understanding (NLU)?

Conversation Flows uses NLU to analyze unstructured patient responses by identifying intent and context. Artera feeds the NLU platform with "training phrases," which are common responses that patients typically send. These are then matched to specific intents.

For example, instead of instructing a patient on how to respond to be understood (e.g., "Press 1 for Yes"), the patient can simply answer in their own way, such as with a thumbs-up emoji. The emoji is recognized as a "yes" intent. 

Like other conversational AI solutions, Conversation Flows continually learns from each interaction, gaining more context with every exchange. This allows the feature to become more intuitive and conversational over time.

How does it work?

Conversation Flows sequences can be created either from a pre-built, vetted template in our Conversation Flows Library or by building one from scratch. The Conversation Flows engine allows you to design interactive conversations with branching logic to engage patients as they respond to messages. Depending on patient responses, you can send follow-up messages, update their appointment status, automatically mention a user or User Group, or change the Patient's Channel status.

Once you are satisfied with your Conversation Flow, simply add the conversation's Smart Phrase to patient communication including Triggers, Campaigns, Broadcasts, Quick Responses, and/or manual messaging. Unlike standard Event and Referral-based Smart Phrases, Conversation Flows Event and Referral-based Smart Phrases can be successfully used within Campaigns.

What is the Conversation Flows Library?

The Conversation Flows Library is carefully designed to address common use cases, enabling you to quickly set up essential automated conversations across your organization. From the Library, you can browse and duplicate conversation templates, which can be customized to suit your needs. Click here to learn about how to customize a template.

Below are the categories of templates available, along with example template names. To access all available templates, navigate to "Templates" in Conversation Flows and connect with your Customer Success Representative.

Learn how to use Conversation Flows

We recommend starting with our Building and Configuring Conversations course. This course takes 25 minutes to complete and provides all of the resources you need to get started.