Nuance Communications is trying to streamline medical workflows and improve patient experiences in the healthcare industry. To that end, the company has released a new virtual assistant platform that delivers a uniform set of voice and digital engagement tools for all channels that healthcare organizations use to connect with their patients.
The platform will help healthcare organizations meet the growing demand for digital healthcare experiences. According to Nuance, 44 percent of the public are interested in telemedicine, while 68 percent would want to see more customization in healthcare, and providers that fail to deliver risk losing patients moving forward. That same survey found that more than 25 percent of the respondents switched to a new healthcare provider in search of better digital services.
Nuance’s new virtual assistant platform is designed to help healthcare organizations retain their customers. The solution is fully integrated with Nuance’s existing portfolio, and extends the utility of that portfolio across all voice, web, and mobile channels, and to speakers and other IoT devices. That means that healthcare providers will be able to deploy a single bot and virtual assistant solution, and will not need to purchase a separate solution for each channel.
The virtual assistant is built with the Microsoft Azure cloud platform, while providers will be able to monitor and analyze the activity on its network to improve performance. Healthcare organizations can purchase it as an out-of-the-box solution, or can choose to work with Nuance or use Nuance Mix to create custom applications. The system is compatible with Nuance’s electronic health record (EHR), relationship management, and call center offerings.
“Nuance has already demonstrated its clinician-facing healthcare solutions,” said Monument Health CIO and CMIO Stephanie Lahr. “The company is now bringing its AI technology to bear to help solve the pressing challenges that healthcare organizations face with patient engagement.
Nuance’s conversational voice technology now serves as the foundation for dozens of virtual assistants in multiple industries. In addition to Monument Health, the company has partnered with Rakuten and the Cerner Corporation, while the Indian airline SpiceJet is using its Intelligent Engagement Platform in a new bilingual assistant at its contact centers.