SoundHound AI Partners with MUSC Health to Enhance Patient Access

SoundHound AI, Inc., a global leader in voice artificial intelligence, has announced a partnership with MUSC Health to deploy an AI agent designed to enhance patient access. The AI agent, named Emily, is powered by SoundHound’s recently acquired Amelia Patient Engagement solution and integrates seamlessly with the Epic electronic health record system. This deployment aims to simplify and personalize patient self-service, ultimately improving patient satisfaction and operational efficiency at MUSC Health.

Meet Emily: The AI Agent Transforming Patient Access

Emily, MUSC Health’s new AI-powered assistant, is available 24/7 to handle patient inquiries and manage appointments within the patient access center. Patients can interact with Emily to receive answers to non-clinical questions and to schedule or modify appointments. MUSC Health anticipates that Emily’s capabilities will significantly reduce call volumes and wait times, enhancing the overall patient experience.

“MUSC Health is committed to delivering best-in-class service to our patients. This includes all touch points in the care continuum,” says Crystal Broj, Enterprise Chief Digital Transformation Officer at MUSC Health. “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.”

SoundHound AI’s Broader Vision in Healthcare

The partnership with MUSC Health is part of SoundHound AI’s larger strategy to integrate AI into healthcare. The Amelia Patient Engagement solution, now under the SoundHound AI umbrella, offers healthcare organizations cutting-edge AI agents capable of natural-language conversations. These AI agents are HIPAA-compliant and can operate across various voice- or chat-based channels, automating tasks like scheduling appointments, processing patient payments, and answering general inquiries, all while maintaining reliability, security, and scalability.

Michael Anderson, Executive Vice President of Enterprise AI at SoundHound AI, highlights the significance of this collaboration: “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." By deploying an AI agent to provide immediate, personalized support, MUSC Health is setting a new standard in patient care.

Applications and Benefits of Amelia AI Agents

The Amelia Patient Engagement solution is designed to automate several critical tasks in healthcare, including:

• Scheduling and managing appointments

• Intake, pre-registration, and check-in

• Patient payments

• Medication refills

• Locating doctors, services, and facilities

These capabilities are accessible through the Epic Showroom and other platforms, providing healthcare providers with scalable, reliable, and secure AI solutions.

About MUSC Health

Founded in 1824, the Medical University of South Carolina (MUSC) is the state’s only comprehensive academic health system. MUSC Health is dedicated to delivering top-tier patient care, education, and research across South Carolina and beyond. With 16 hospitals and over 350 telehealth sites, MUSC Health is recognized as the No. 1 hospital in South Carolina for the 10th consecutive year by U.S. News & World Report.

About Amelia by SoundHound AI

Amelia, acquired by SoundHound AI, is a leading provider of enterprise AI agents, combining innovative Conversational AI and Generative AI with deep industry expertise. Amelia’s AI solutions are deployed across various sectors, including healthcare, finance, and insurance, serving Fortune Global 500 companies with voice- and chat-based operations.

About SoundHound AI

SoundHound AI is a global leader in conversational intelligence, offering voice AI solutions that deliver exceptional conversational experiences. SoundHound’s proprietary technology powers millions of products and services across industries, processing billions of interactions each year.