San Francisco, CA, USA, Dec. 29, 2020 -- Syllable, a provider in call center automation technology for integrated delivery networks and hospitals, announced a collaboration with Houston Methodist, a health system and academic medical center, to improve the patient experience through the deployment of conversational AI assistants in their call centers.
The latest Syllable voice assistant technology helps manage inbound patient call volume related to the COVID-19 vaccine, which was recently given emergency use authorization by the FDA. By reducing the burden on the call center and helping patients navigate preliminary questions related to the vaccination process, Syllable's COVID-19 vaccination command center provides callers with actionable information and self-service work flows related to their vaccine related questions.
In March, Houston Methodist worked with Syllable to shift messaging to address the influx of patient inquiries related to COVID-19 testing and scheduling appointments. Through use of its website chatbot, Syllable and Houston Methodist were able to immediately address patients, triaging eligible candidates for plasma donation.
In July, Syllable deployed an automated voice solution for employees to use prior to coming onsite to improve employee safety and help reduce the spread of COVID-19. Clinicians and staff with potential exposure or COVID-19 symptoms could call in to the automated system to obtain more information or schedule COVID-19 testing as needed.
The two organizations are currently expanding their relationship with additional projects for 2021 including IT Help Desk support for the hospital and intelligent automation for the main call center.
"Syllable is honored to partner with such a forward thinking and innovative organization," said Adam R. Silverman MD, Chief Medical Officer at Syllable. "Houston-Methodist's leadership understands the challenges patients face and are actively working to remove barriers to care through the intelligent application of technology. Together we are creating the shortest distance between the patient and the care the patient needs."
Posted by Veronica Silva Cusi, news correspondent
About Houston Methodist:
Run business operations and facilitate solutions in challenging environments and leveraging strategies to realize superior results and consistent growth within the Research Institute.
Published: Wednesday, December 30, 2020
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