Digital health software firm WELL Health has announced the release of a new conversational AI solution for use in the healthcare industry.
ChatAssist AI integrates with the company’s existing WELL Health platform and utilises natural language understanding. The solution is capable of answering questions in conversational language and initiate follow up questions based on the intent of a patient’s response. Additionally, it can hand off to staff members for more complex requests.
"ChatAssist AI automates thousands of conversations between patients and providers, and gracefully hands off to staff when human intervention is required," said Guillaume de Zwirek, CEO and Founder, WELL Health.
"ChatAssist AI can independently navigate complex, multi-step patient communications, resulting in a positive experience for both patients and staff. Patient satisfaction improves with a faster response time from providers and staff are freed up to focus on high-touch interactions that their jobs demand."
WELL Health said the solution had already undergone a pilot test at Sansum Clinic, which serves 130,000 patients. The pilot was focused on telehealth, portal enrollment, insurance verification and COVID vaccinations in particular, demonstrating a 95% conversation completion rate without staff intervention.
"ChatAssist AI has been our Swiss Army knife for addressing the range of communication challenges we've faced over the past year, particularly in vaccine distribution," said Karen Handy, Vice President of Operations, Sansum Clinic, a WELL Health customer.
"WELL Health ChatAssist AI improved our customer experience with personalised messaging while saving an incredible amount of staff time. We're continuing to use WELL Health ChatAssist AI to address even more use cases and enable us to quickly and nimbly respond to our patients with the power of digital communications."