Nia Enables Healthcare Practices to Automate Responses for Common Patient Requests
OhMD, a leading patient communication platform for physician practices, announced the launch of Nia, a revolutionary AI voice assistant powered by Twilio’s innovative ConversationRelay service. Nia manages simple, routine patient requests and flags sensitive patient requests to be managed by the practice staff. The announcement was made from the floor of Twilio’s SIGNAL event, the industry’s premiere gathering for developers, innovators, and technology leaders.
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Designed specifically for medical practice teams, Nia significantly reduces patient call volumes by handling routine patient inquiries while seamlessly involving healthcare staff for more complex interactions. Powered by Twilio’s ConversationRelay, Nia blends state-of-the-art AI with human-in-the-loop capabilities, allowing healthcare practices to automate responses to common patient needs such as appointment scheduling, prescription refills, and general inquiries, while ensuring that nuanced patient conversations are always handled personally by practice staff. Requests are cued up to the provider’s team, allowing them to directly interact with patients who have more complex or sensitive requests.
“Nia exemplifies our vision to combine advanced AI with human interaction and empathy, drastically improving patient communication while reducing administrative burdens. This technology will free healthcare teams to spend much more time with patients than they do today,” said Ethan Bechtel, CEO of OhMD. “The integration with Twilio’s cutting-edge ConversationRelay service enabled our team to rapidly build and deploy scalable voice assistants and agents.”
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Twilio’s ConversationRelay, which enables developers to create robust natural voice AI agents by integrating real-time streaming, speech recognition, and interruption handling, empowers Nia with unprecedented conversational accuracy, scalability, and the ability to seamlessly escalate conversations to human agents, ensuring a consistently high-quality patient experience.
“OhMD is setting a new standard for AI-driven healthcare communication with innovations in conversational AI, backed by contextual data,” said Andy O’Dower, Twilio’s Vice President of Product Voice and Video at Twilio. “This integration, backed by Twilio’s industry-leading communications and data solutions, combined with OhMD’s healthcare expertise, creates a powerful solution that enables a future where every conversation is an opportunity to deliver faster, more empathetic, and deeply personalized care at scale.”
Initial feedback from healthcare practices testing Nia underscores Nia’s immediate impact. “A busy practice like ours needs tools like Nia that help us focus on patients,” said Larami Oliver, VP of Revenue Cycle of Heart and Vascular Care. “By automating over 60% of our routine patient calls, our team will be able to spend so much more time directly with our patients.”
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Source – PR Newswire
