University Hospitals in Cleveland has selected Nuance Patient Engagement Solutions to enhance patient experiences and lower expenses linked to staffing.

The implementation of Nuance’s Patient Engagement platform, which includes intelligent virtual agents and automated call routing, aims to provide streamlined and secure support to patients, promoting the use of patient portals and improving care.

This platform integrates with existing infrastructure, leveraging real-time data to enhance personalised experiences and improve communication between providers and patients.

By implementing conversational artificial intelligence (AI), University Hospitals can automate assistance for tasks such as account access and telehealth preparation, freeing up live agents to provide additional support as needed.

University Hospitals CIO Robert Eardley said: “Nuance’s proven AI technology, its deep experience in healthcare, and the strongly positive recommendations from other health systems using Nuance Patient Engagement Solutions were key considerations in our selection.

“We wanted to really extend our brand experience through automated conversational AI and integrate the deployment closely with our existing electronic health records (EHR).

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“Together, we were able to focus on providing satisfying, valuable patient experiences at every touchpoint while enhancing our overall operational efficiency.”

The choice of Nuance Patient Engagement Solutions aligns with University Hospitals’ pledge for innovation.

It also supports its goal with Epic for a unified EHR system.

Organisations that have implemented Nuance’s solution are said to have seen significant reductions in call volumes, increased patient self-service usage, and cost savings relating to support calls.

Nuance Healthcare chief strategy officer Peter Durlach said: “Innovation leaders such as University Hospitals are choosing our Nuance Patient Engagement Platform to give patients convenient, personalised, multi-channel access to healthcare providers and services, and to address the intense staffing and financial pressures affecting health systems across the country.”