New AI and automation solutions will transform the customer experience
Uniphore, the leader in conversational automation and SpinSci Technologies, a market leader in the field of digital patient engagement solutions have entered a strategic agreement to enhance patients’ access and engagement with health care providers. Under the terms of the agreement, Uniphore’s conversational AI and automation technology will be used in SpinSci’s Patient Access Care solutions, integrated with market-leading electronic health records (EHR) systems, to help drive efficiencies for contact centre agents and self-service workflows for patients.
Patient experience has become significantly more important since the onset of the pandemic. Patient access transactions are increasingly driven through contact centres, and it is more important than ever that nursing and agent staff are empowered to deliver the highest levels of services and care. This includes lowering hold times, improving average handle times, delivering workflow automation to contact centres combined with providing authenticated self-serve options to patients. Deploying solutions like Uniphore’s U-Self Serve and U-Assist with SpinSci’s Patient Engage and Patient Assist is an important step forward in creating frictionless patient experiences.
“We are excited to enter this partnership with Uniphore to take our patient engagement solutions for the digital front door to the next level,” said Rajit Kumar, CEO, SpinSci. “Our ultimate goal is to help health care organisations provide best-in-class care for their patients, thus allowing them to experience smooth journeys. With Uniphore’s sentiment analysis technology and AI-enabled solutions integrated into our Patient Assist and Patient Engage solutions, our health system customers will experience improved clinical outcomes and better care management.”
“At Uniphore, our mission from the start has been to help customers achieve better outcomes, and in no industry is this more paramount than in healthcare,” said Jafar Syed, SVP, Global Head of Channel Alliances and Strategic Partnerships. “I am thrilled to partner with SpinSci to bring our conversational AI and automation technology to the healthcare providers they service, improving patients’ experiences while positively impacting business outcomes for the healthcare providers.”