If your call center could use voice AI to reduce patient call times by 5-10 seconds and answer 80% of call in ≤45 seconds, would you do it? 

Allina Health in Minnesota activated an AI call center tool from SoundHound in January and in less than six months, has achieved these results.

The AI phone assistant is used to get faster and easier help with calls to providers. An AI agent named Alli answers calls and responds to common requests, such as scheduling and rescheduling appointments, and providing information on locations, hours, services and billing. Alli will connect the caller to a human representative for more complicated issues or if a human representative is preferred in a seamless manner that does not require starting all over or repeating information. (Don’t you hate it when you’re asked for the same information repeatedly with every change of representative?) By handling the simpler tasks, Alli allows call center staff to focus on more complex issues.

SoundHound is working to add the ability to manage medication refills and provide wayfinding information to its call center product.