IVR systems have been used in healthcare for many years. They let callers use their phone keypad or voice commands to choose from recorded menus to reach the right department or service. IVR helps reduce the work for staff by automating simple tasks.
However, IVRs have some problems. They often force patients to pick from a limited list of options. This can be frustrating if the patient’s need does not fit the menu. Patients may have to press many buttons just to book or cancel an appointment. This can take a long time and make patients unhappy or cause them to hang up.
Also, traditional IVRs do not understand natural language. They cannot handle complex questions well. Sometimes the call gets repeated or has to be passed to a live person, so staff still have a lot of work. IVRs are okay for simple questions but not very good at personal communication with patients.
AI patient engagement agents are smart virtual helpers that use artificial intelligence to talk with patients over the phone like a real person. Unlike IVRs, they can understand natural language. Patients can say what they need without choosing from menus.
These AI agents can do many front-office jobs like setting appointments, checking patient details, handling insurance questions, managing prescription refills, sending reminders, and doing follow-ups after visits. When the AI needs to send the call to a human, it shares the full conversation so the human knows the patient’s needs right away.
Companies like Retell AI and TeleVox offer these AI platforms. They work safely with electronic health record (EHR) systems such as Epic, OpenDental, and Dentrix to keep patient data up to date in real time.
Traditional IVRs ask callers to press buttons or say specific commands, which can be hard to use. AI agents understand what patients say naturally. This makes talking easier because patients do not have to guess the right menu choice.
AI agents can solve 45-50% of calls without needing a human. For example, Retell AI helped providers handle up to 65% of calls without staff. Traditional IVRs usually transfer more calls to busy staff because they cannot solve many issues fully.
AI agents use patient data from EHRs to offer personalized appointment times and reminders that fit the patient’s history and preferences. This helps reduce missed appointments and supports better health. IVRs give a generic experience with little personalization.
Modern AI systems communicate not only by phone but also by text, email, and interactive voice response. This lets patients get updates in ways they like. About 90% of U.S. patients like automated communication, and nearly 69% want care reminders. IVRs mostly work only by phone and have little connection to other types of messaging.
When a call needs a human, AI systems transfer the full conversation so the patient does not have to repeat information. This improves satisfaction. Traditional IVRs often require patients to repeat details when passed to a live agent, which causes frustration.
AI agents save money. Retell AI charges about 7 to 12 cents per minute, which can cut costs up to 90% compared to staff handling calls. Other platforms like TeleVox and HouseCalls Pro report similar savings and less staff workload by using AI communication tools.
AI patient agents work with existing healthcare processes to make operations better. Staff no longer need to call patients manually or answer simple questions. This reduces their work so they can focus on care.
For instance, TeleVox’s Patient Engagement Platform supports more than 7,000 healthcare clients and sends over 1 billion patient messages yearly. It automates appointment confirmations, follow-ups, and reminders, which reduces no-shows and helps patients. The system uses many channels including postcards, texts, emails, and IVR calls.
People working in healthcare have seen the benefits. A director at AdvantageCare Physicians said that using HouseCalls Pro with many automated workflows improved patient self-reporting and reduced no-shows. A senior analyst at Cambridge Health Alliance shared how automated notifications helped families stay updated on patient recovery during COVID-19 when visits were limited.
AI systems can be customized and connect smoothly with electronic health records. For example, Kettering Health Network said these features are important for sharing accurate patient information on time.
Retell AI also automates tasks like prescription refills and surveys after appointments, which used to need many staff members. This frees up time and improves patient experience.
Healthcare providers face pressure to improve care while lowering costs and dealing with staff shortages. AI patient agents help by:
These help make work smoother, cut costs, and increase satisfaction for patients and providers.
Some healthcare groups shared their experience with AI agents:
A clinic manager told KLAS Research that TeleVox’s system helped provide timely, personalized messages during a clinic move and saved on outreach costs.
Medical administrators and IT managers must think about these factors when choosing communication tools:
Comparing AI patient engagement agents with traditional IVRs shows big differences. IVRs are basic tools for patient calls. AI agents offer better, more natural conversations. They help reduce staff workload, improve patient satisfaction, and lower costs.
Medical practices that use AI agents have smoother workflows, better patient contact, and improved finances. AI agents make patient communication automated but also more useful and responsive to needs. For administrators and IT managers, AI solutions provide tools to meet challenges like staff shortages and patient-centered care demands.
By using AI patient engagement agents, healthcare providers across the U.S. can modernize communication, make operations easier, and give patients better service in today’s digital world.
SMART Agent is a new generation AI-enabled patient-provider communication tool that automates patient engagement processes, delivering a self-service experience while enhancing patient outreach and care continuity.
AI-enabled workflows automate patient communication and outreach, reducing manual workload, streamlining operations, and enabling healthcare staff to focus on critical tasks while increasing efficiency.
They offer meaningful, omnichannel interactions—from scheduling to post-visit—that engage patients actively in their care, reduce no-shows, and improve overall health outcomes.
Hospitals, health systems, physician practices, Federally Qualified Health Centers (FQHCs), and Community Health Centers (CHCs) utilize these solutions for automated, omnichannel patient outreach and care management.
By transforming patient outreach to be more effective without adding staff workload, AI agents help healthcare entities generate revenue through improved appointment adherence and better patient engagement.
TeleVox manages over 1 billion patient communications annually and serves more than 7,000 health systems and practices, impacting approximately 292 million healthcare patients in the U.S.
AI agents offer more personalized, omnichannel, and self-service experiences over phone IVR’s often limited and linear navigation, improving patient satisfaction and operational efficiency.
They facilitate logistics such as coordinating patient rides and visitor notifications remotely, helping to enforce restrictions and improve communication despite limited hospital entry.
Users report reduced no-shows, improved patient turnover, and cost savings in communication outreach efforts, contributing positively to healthcare organizations’ financial health.
Strong customer service and responsive account management are vital, ensuring smooth implementation, customization, and issue resolution, thereby maximizing technology benefits and user satisfaction.
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