A patient's journey is rarely straightforward. A simple question about lab results can lead to scheduling a follow-up appointment or updating insurance information. Artera’s AI Agents use leading AI models to interact with patients in a realistic and dynamic way, managing an array of patient inquiries with ease and freeing up crucial staff time.

Enhanced by over 2 billion annual patient interactions, these AI Agents are contextual, engaging, and cost-effective, leveraging existing workflows and integrations. The AI Agents continuously improve through learning (with human oversight) and are model agnostic (supporting various LLM and S2S models) for ultimate flexibility.

Artera makes it easy to digitally transform your current processes with smart, autonomous AI Agents. We understand that every healthcare organization adopts AI at its own pace. Some of your workflows may be immediately ready for our AI Agents, while others might still benefit from Artera’s rules-based Conversation Flows. 

AI Agent ScheduleCare Workflow 

When thinking about how AI Agents can best support your operations, consider their ability to simplify the patient journey.

The 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’s 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, play the recording below. It features a conversation between an AI Agent and a patient regarding appointment rescheduling. 

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. 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.

Are patient conversations with the AI Agent recorded?

Yes, patient conversations with AI Agents are recorded and patients are made aware of this through the AI Agent disclaimers shared with them. If the patient does not consent, they can hang up at any time.

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.” We will then redirect their call to your organization’s fallback number to speak to a live agent. 

How do patients know which phone number to contact?

When we set up AI 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 AI Agent directly into your current 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 AI Agent. If you already have a text-enabled number, we can use that number for the AI Agent.

2. Directly calling the AI Agent Number: Alternatively, patients can call a dedicated phone number specifically for the AI 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 and identify areas for improvement?

Customers with AI Agents have access to the AI Agent dashboard in Analytics Plus.

How many and which languages does the AI Agent support for voice?
Artera AI Agents supports 32 languages for calls. See below for supported languages:

Is the conversation history or transcript of AI Agent interactions with patients located in Artera?

Yes, patient interactions with AI Agents are all documented and stored in the Patient’s Channel within Artera. This transcript history populates in real-time as the patient is interacting with the AI Agent.

Other than a patient requesting to speak to a human, does the AI 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 AI 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 AI Agent?

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

If the call is redirected by the AI Agent to a live representative, does the AI Agent share a summary of the conversation it has had with the patient?

At this point, no. The AI Agent simply redirects the call and ends its own session with the patient. There are plans to support a warmer handoff in which the AI Agent can provide a summary to the live representative. 

What is the capacity of 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.