MUSC Health Leverages AI Agent Powered by the Amelia Patient Engagement Solution

SoundHound AI, Inc., a global provider of voice artificial intelligence, announced that MUSC Health has deployed an AI agent, powered by its Amelia Patient Engagement solution, to enhance patient access—offering personalized, simplified, and efficient patient self-service.

MUSC Health’s new AI agent, named Emily, leverages Amelia’s integration with Epic and is currently available 24/7 to answer calls within MUSC Health’s patient access center.

Patients can speak with Emily to manage their appointments and get answers to non-clinical questions. The Charleston-based healthcare system anticipates that Emily will help increase patient satisfaction and operational efficiency, according to MUSC Health.

“MUSC Health is committed to delivering best-in-class service to our patients. This includes all touch points in the care continuum. Thanks to Amelia’s integration with Epic, we are able to build and deploy a robust digital assistant that is already having a positive impact on patient access. Powered by the Amelia Patient Engagement solution, our digital assistant enables direct patient self-service, helping to reduce call volumes and wait times,” said Crystal Broj, enterprise chief digital transformation officer at MUSC Health.

Now part of SoundHound AI’s broader market offering, the Amelia Patient Engagement solution provides healthcare organizations with AI agents that leverage the latest in conversational AI and generative AI technology, while also maintaining reliability, security, and scalability, according to the vendor.

These AI agents are HIPAA-compliant and available across any voice- or chat-based channel to answer patient questions and automate self-service tasks through natural-language conversations.

Health systems can deploy Amelia AI Agents to automate tasks such as:

• Scheduling and managing appointments
• Intake, pre-registration, and check-in
• Patient payments
• Medication refills
• Finding locations, doctors, and services

“As a patient, moving through the care continuum can be worrying, with long wait times and confusing administrative processes only adding to the stress. MUSC Health is facing this challenge head on by deploying an AI agent to provide patients with immediate, personalized appointment management support. The team at MUSC Health is a trailblazer in AI for healthcare, and we are proud to partner with them on their digital transformation journey,” said Michael Anderson, executive vice president of Enterprise AI at SoundHound AI.

For more information on Amelia’s Healthcare offering, visit https://amelia.ai/solutions/healthcare/.

For more information on about this news, visit https://www.soundhound.com/.