Capai AI Call Enhances Medical Phone Operations

Layered Inc. has launched “Capai AI Call,” an AI telephone service for medical institutions.

Capai AI Call is a service that automates various phone calls received by medical institutions, such as appointment changes and consultations, through natural voice interaction with AI. Patients simply state their request as if they were talking to a person, and the AI ​​listens to the necessary information, organizes it, and shares it with the medical institution. This reduces the amount of phone work for medical staff to almost zero, supporting improved patient experience and increased operational efficiency in the medical field.

Background of Planning and Development

Healthcare institutions continue to face a chronic shortage of personnel, and the workload of reception staff and nurses is a major challenge. Telephone answering, in particular, often occurs in the middle of front desk and billing duties, forcing staff to interrupt their patient care.

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Furthermore, some hospitals operate call centers to handle inquiries regarding appointment scheduling and regional collaboration, which leads to increased personnel and operating costs.

Layered has been providing “Iver,” a push-button IVR (Interactive Voice Response) service, to help many medical institutions streamline their telephone operations. However, with conventional IVR systems, while inquiries could be routed, staff intervention was still required for things like appointment changes and consultations, making it difficult to eliminate telephone work altogether.

To address these challenges, we developed “Capai AI Call,” an AI-powered telephone service for medical institutions.

Capai AI Call uses AI-powered natural voice interaction to respond to patient inquiries in a way that feels like a conversation with a human. Furthermore, by pre-registering response scenarios and FAQs for things like appointment changes, consultations about medical visits, and fever consultations, it can handle a wide range of telephone requests.

This enables further automation of telephone operations, which was difficult to achieve with conventional push-button IVR systems, bringing the telephone workload for healthcare staff as close to zero as possible.

SOURCE: PRTimes

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