(Alpharetta, GA) June 26, 2024
Savista, a leading healthcare revenue cycle management services company, has launched a new cutting-edge AI capability in the form of a patient-facing digital agent. The Conversational AI voice agent, named Sophia, uses Large Language Models and Generative AI to provide an improved patient experience and help patients resolve their healthcare financial obligations. The technology ensures the accuracy and security of data received, as well as payment card industry compliance and encryption. Sophia’s natural language processing and understanding, as well as its business process execution capabilities, are based on millions of interactions and have been specially tailored for the healthcare space with sentiment analysis capabilities that are nearly indistinguishable from that of a human. The platform provides all the benefits of automation with a truly warm and human touch to drive empathetic and best-in-class experiences along the patient journey.
"We know that 72% of patients are likely to switch their health provider if their expectations of personalized care and availability aren’t met. Consumers today require and demand the same level of customer services as they receive in other industries, including omnichannel communication options to meet their lifestyle and needs," said Jan Grimm, Chief Executive Officer, Savista. "Patients expect interactions that are secure, seamless and personalized, and Sophia will deliver that and more. Customer service today needs to deliver truly extraordinary experiences that make users feel valued, understood, safe and loyal."
With this new platform, every patient experience will be tailored to their specific needs. For outbound calls, Sophia learns over time and can predict the best and most convenient day and time to contact a patient to discuss resolution of their account balances. For inbound callers, Sophia is available around-the-clock, year-round, and can handle an indefinite call volume at one time, which means patients no longer spend time on hold. For its customers, Sophia allows Savista to optimize workflows and improve time to resolution, resulting in a simplified, frictionless and greatly improved patient experience.
