Allina Health, a US-based nonprofit healthcare system, has partnered with SoundHound AI to launch Alli, an AI agent designed to enhance patient engagement.
Alli AI agent is powered by SoundHound’s Amelia conversational AI platform.
It streamlines patient access by integrating with Allina Health’s electronic medical record system and facilitates instant caller identification and authentication.
The advanced AI agent operates within Allina Health’s Customer Experience Center and aims to optimise patient interactions and reduce wait times.
Its future capabilities will include medication refills, doctor or location searches, and answers to non-clinical queries, all without the need for manual verification.
Alli advances the access to care by freeing customer experience representatives to focus on complex patient needs.
Allina Health chief information officer David Ingham said: “One of our key goals is to make sure that we’re providing a market-leading patient experience.
“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 its launch, Alli has significantly improved Allina Health’s operational performance.
Average call times have decreased by five to ten seconds, with 80% of calls answered in 45 seconds or less, without an increase in staffing levels.
Its efficiency allows representatives to provide personalised support to patients with more complex or sensitive needs.
SoundHound’s AI agents, including Alli, leverage advanced conversational and generative AI technology to ensure reliability and security.
The HIPAA-compliant agents are available across voice- or chat-based channels, offering natural-language conversations to automate self-service tasks for healthcare organisations.
The company’s product suite includes Smart Answering, Smart Ordering, Dynamic Drive-Thru, and the Amelia Platform, which supports enterprise AI agents.
SoundHound AI Enterprise AI executive vice president Michael Anderson said: “Long wait times and administrative complexity can be a huge source of stress for patients.
“We are proud to partner with Allina Health on this important digital transformation.
“The organisation is taking a forward-thinking approach by integrating AI to support patients with immediate, personalised assistance.”
