Minneapolis-based Allina Health has introduced an AI agent to help patients manage appointments, with plans to assist them with more tasks in the future.
“Alli” answers calls within the 12-hospital system’s customer experience center, integrating with the EHR to verify patients, who no longer have to wait on hold. The AI agent, powered by a conversational AI platform, now assists with appointment management. Future plans for the technology include refilling medications, finding physicians and locations, and answering nonclinical questions.
“One of our key goals is to make sure that we’re providing a market-leading patient experience,” Allina Health CIO David Ingham, DO, said in a May 29 news release. “Alli is an extension of our team, and we’re excited to have her on board to streamline operations, reduce wait times, and deliver a faster, more seamless experience for our patients.”
Since Alli rolled out, call times have decreased by 5 to 10 seconds and 80% of calls are answered in 45 seconds or less, according to the release.
