Conversation Flows allows you to automatically engage patients in multi-step conversation sequences leveraging Natural Language Understanding (NLU). Based on our findings, 50-70% of all Conversations are completed without staff intervention. 

What is Natural Language Understanding (NLU)?

Conversation Flows uses NLU to interpret unstructured patient responses based on identified intent and context. Artera inputs the NLU platform with 'training phrases,' common messages that patients typically send in. These 'training phrases' are then matched to an intent.

For example, rather than having to instruct a patient how to respond in order to be understood (eg: "Press 1 for Yes"), the patient is asked just the question and can respond however they'd like, such as using a thumbs-up emoji. The thumbs-up emoji is matched with the intent of 'yes,' in this case.

Similar to other conversational AI solutions, Conversation Flows learns and develops additional context from each interaction and sequence. As such, Conversation Flows will become increasingly intuitive and conversational over time.

How does it work?

Conversation Flows sequences can be created either from an industry-proven template in our Conversation Flows Library or from scratch. The Conversation Flows engine can be used to create an interactive conversation with branching logic designed to engage with your patients as they respond to messages. Based on patient responses you can send another message, 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 Automations, 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 has been thoughtfully designed to tackle common use cases and allow you to quickly implement key automated Conversations within your Practice. From the Library, you can view and copy Conversation Flows that can be customized to meet your goals. 

Templates are available in your library. To understand the templates available, navigate to your Conversation Flows library 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 only takes 25 minutes to complete and provides all of the resources you need to get started.