Voice Services

For voice services, AI is king. And as we think about it, we are looking to meet our patients where they want to be met. We're excited that we're expanding beyond just people in voice services and just office hours. So adding AI into the mix allows us to take those inbound patient calls, solve their problems at midnight on a Saturday in multiple languages. That's a huge deal to patients that are struggling on the weekend. Why wait till Monday if you've got a problem on a Saturday? We're respecting their time through that process. Now they can place an order when they want to place an order, when it's convenient to them. They can check their order status now without having to speak to a live representative. When a patient calls in, Brightree's virtual agent is ready twenty fourseventhree sixty five. Hi, thanks for calling the resupply department. Max speaking. How can I help? First, the virtual agent identifies and verifies the caller, matching their phone number, confirming their date of birth, and pulling up their account. I just need to confirm a couple of details to make sure I'm speaking with the right person. Next, it identifies the reason for the call and gets to work, placing a reorder, checking order status, or even opting into text tracking. Is this the order you were asking about? Would you like me to send you the tracking number via text message? Most calls are resolved right there. When something more complex comes up, the virtual agent seamlessly hands off to a live agent. That frees your team to focus on the conversations that need extra attention, driving more orders and a better patient experience. It's a win win not only for our patients, our employees who are able to really focus on more of those complex and empathetic conversations, and our clients ultimately win because they're producing more orders, which ultimately creates more revenue and happier customers through the process.