Dash Voice AI automates scheduling-related phone calls, reducing call center workload and empowering patient self-service

ATLANTA: #Appointments--Relatient, the leading patient scheduling platform, today announced the launch of Dash Voice AI, an advanced conversational AI feature of its Dash Schedule solution. The Dash Voice AI agent revolutionizes patient appointment management by automating the handling of high-volume appointment-related phone calls, including confirmations, rescheduling and cancellations, while leveraging the Dash platform’s existing rules-based intelligence. This ensures every interaction follows provider-specific preferences in real-time.

Healthcare contact centers face growing pressure from rising patient call volumes and consumer expectations. Despite these demands, scheduling an appointment by phone can take as long as 8 minutes of staff time. Dash Voice AI reduces that burden by managing scheduling-related calls 24/7, without the need for more agents. The result: shorter hold times for patients and more time for staff to focus on high-touch and high-value tasks.

Core capabilities and measurable impact of Dash Voice AI include:

• Orchestrated Intelligence: A coordinated, rules-based engine that adapts in real time to provider-specific preferences, managing scheduling decisions automatically, without manual intervention.
• Human-Like Conversation: Delivers natural, low-latency interactions, while preventing hallucinations by grounding responses in the Dash platform’s scheduling logic.
• Simultaneous Call Handling: Manages hundreds of calls at once, helping reduce wait times and improve efficiency.
• 25% Call Deflection: Offloads, on average, a quarter of scheduling related call volume instantly, boosting speed and lightening staff load.
• Maximize Capacity: Frees skilled human representatives to focus on high-impact work, while promptly handling routine inquiries with a personable, cost-optimized solution.

“When patients call a practice, Dash Voice AI integrates seamlessly into our client’s phone sytem to deliver a remarkably natural conversational experience, making interactions feel personal and high touch,” said Jeff Gartland, CEO of Relatient. “Beyond the patient experience, the true innovation lies in how Dash Voice AI leverages the intelligence in the core Dash platform, enhancing the contact center experience while delivering substantial capacity relief by fully automating routine tasks. Organizations now have a scalable solution that maximizes staff resources while consistently ensuring accurate, patient-centric scheduling.”

Early adopters are already recognizing the significant impact of Dash Voice AI.

“At Raleigh Orthopaedic, we anticipate Dash Voice AI will dramatically enhance our capacity to serve patients without additional staffing,” said Ross Rigdon, COO of Raleigh Orthopaedic. “This AI solution will enable us to efficiently handle high volumes of scheduling calls, maintaining the quality, speed and personal touch our patients expect. It will be integral to our patient access and operational strategies.”

Healthcare contact centers continue to experience high call abandonment rates and long hold times, juggling a myriad of inquiries from appointment management to care team questions. Dash Voice AI can extend across these different tasks, including scheduling new appointments, providing directions to the facility, sharing instructions and more.

“Beginning with the strong foundation of an intelligent scheduling platform means the opportunities with this tool are limitless,” Gartland said. “We’re excited to be on this journey with our clients and with their help, will continue to expand Dash Voice AI’s use cases and impact.”

About Relatient, Inc.

Relatient, Inc., is the premier provider of intelligent patient scheduling and engagement technology, leveraging a data-led approach to enhance access to care. Each year, the platform engages with over 50 million unique patients on behalf of provider groups and health systems nationwide. These solutions drive operational efficiency, increase appointments, reduce no-shows, expedite patient payments, and boost patient satisfaction, all while supporting better health and care quality initiatives. For more information, visit: http://www.relatient.com.

Fonte: Business Wire