Talkie.ai Scales Complex Call Center Interactions

Front desks and call centers in health care struggle with overloads at peak times, according to Ada Andruszkiewicz, COO & Co-founder at Talkie.ai. At 8:00 or 9:00 in the morning, staff may have to deal with 20 times as many calls as they get at other times of the day.

Health care institutions can’t scale the staff to handle these interactions, 70% of which take place on voice calls. Andruszkiewicz says that a patient often waits more than four minutes just for a call to be picked up. The providers miss 30-40% of the calls.

These are the problems solved by Talkie.ai for call centers, intake, and ERs. They can make appointments, schedule reminders, renew prescriptions, and answer frequently asked questions through natural-sounding voice interfaces. LLMs allow more complex, non-linear interactions. By taking over the repetitive tasks, Talkie.ai lets the staff do tasks requiring more empathy. It has multilingual support.

Even something seemingly simple like appointment scheduling gets complicated in health care. The system must determine what criteria to prioritize; for instance, would the patient prefer to see the requested doctor on a different day or a different doctor on the requested day?

Trust is critical to getting people to use automated systems. Andruszkiewicz compares LLMs to dogs that do anything to please people, so the LLMs try to find an appointment even when the requested time is not available. Vendors must guard against false results by choosing domains where prompts can be carefully controlled to eliminate hallucinations.

Practices place a high value on preserving their existing workflows, so Talkie.ai has concentrated on a few EHR vendors with rich APIs that allow thorough integration, such as athenahealth. Important information is presented on a dashboard within the EHRs, and the clinician never has to log into a separate system.

Andruszkiewicz hopes to extend the service to cover administrators on the back end, which also have difficult and non-linear tasks such as referrals and prior authorizations. The barrier she sees here is that systems aren’t integrated. That is why health care keeps using fax, a technology most people have long forgotten.

Watch the video for more details about the benefits of Talkie.ai.

Learn more about Talkie.ai: https://talkie.ai/

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