The Amwell solution is fully web responsive, with multiple patient access points, thus allowing the same experience to be accessed via any device (laptops, desktops, phones, tablets, etc.). The experience does not require an app download, thereby streamlining the user journey and reducing friction/drop off. What's more, this experience can seamlessly be embedded into your own web-based or native mobile digital experience. Consumers join video visits simply by clicking on a link in an email or text message—no registration or download is required. Alternatively, the solution may be available via a native iOS or Android app if it is embedded into such an app. Amwell's real-time translation in the visit offers an improved experience for non-native speakers. Consumers may enable real-time translations and to translate other participants’ language into their preferred language in captions. Users may also select their spoken language from the list of supported languages: English, Spanish, Portuguese, French and German. If translation is enabled by another participant, a pop-up window will appear, prompting the user to select a language. Amwell is working with Globo Language Solutions and offers an Interpreter App that enables 24/7 access to ISO 9001 and ISO 17100 certified, HIPAA compliant interpreters to enhance care delivery.

Amwell’s intake process mimics that of a brick-and-mortar practice. It begins once the consumer chooses to connect with a provider and collects conditions, medications, allergies, and vitals. Users fill out custom intake information to inform the provider of their reason for visit, medical history, preferred pharmacy, and any additional documentation they would like to share with the provider, including photos. Users quick-select discussion topics from a standard list or write in their own concerns, as well as attach photos, if applicable. In addition, our integration with RPM devices, such as Apple’s HealthKit gives providers instant access to health data through a seamless exchange. The intake process is highly configurable to support the complex use cases and workflows our partners maintain. This includes collecting medical context for the visit, a brief history, and insurance and/or payment information. Intake workflows are tailored to streamline input or be problem-focused to capture the required pertinent data. Once a consumer joins a video visit, a staff member may enter the room to engage with the participant prior to the provider’s arrival, bypassing the need for a separate virtual waiting room. This workflow enables staff to conduct prerequisite evaluations to prepare both the consumer and the provider for the visit. Staff may review intake information, use the chat tool to speak with the participant, take additional notes for the provider, update the participant on provider arrival time, or clear the consumer, letting the provider know the person is ready to be seen.

Converge leverages best-in-class technology from Twilio to provide the most stable and HIPAA-compliant video and audio connectivity in the market. The use of Twilio ensure low-latency video scaling, prioritizing the audio connection, and supports different tools to detect video quality. The core video console functions have been designed to support a quality, intuitive visit experience for all participants. Consumers can toggle their camera and microphone on and off, share their screen, check or change their video and audio outputs, enter and exit full-screen mode, make a phone call during the video visit, obtain support from a customer’s dedicated support page, provide feedback and/or report issues during the video visit, toggle between the default view and grid view, and switch to a phone (audio only) connection if video is not working. The Converge video experience is also optimized to support both two-way visits between a provider and a consumer, as well as multiway video visits.

Converge is accessible to providers via Epic and Cerner so that they may document in the EHR. Providers launch into the visit from the consumer’s record and document directly in the EHR encounter created for the appointment. Within Cerner, at the time of the scheduled appointment, the provider navigates to the consumer’s record and clicks Start Visit to open the Converge SMART app from PowerChart. The visit is launched in a new browser window. Within Epic, at the time of the scheduled appointment, the provider navigates to the consumer record and clicks Start Visit to open the Converge SMART app from Hyperspace, Haiku, or Canto. The visit is launched in a new browser window or a mobile browser, as appropriate. The Visit Preview window enables providers to preview their video feed and toggle their microphone and camera on or off prior to full entry into the visit. Once the clinician is satisfied with their selections, they click Start Visit to be sent into the visit.

Amwell provides seamless, automated, real-time eligibility via HIPAA-standard 270/271 transactions and claims/ERA integration via 837/835 transactions. Both real-time eligibility and claims are facilitated by our integration with select clearinghouse partners. This functionality allows the Amwell platform to present the patient with an accurate cost share (copay or coinsurance amount) during visit intake and submit the claim for the online consultation directly to the insurer. Payment processing is offered through Stripe Payments, a best-in-class card and local payment method processor enabling pre-visit payment method authorization and post-visit copay collection. Electronic prescribing in Converge is made possible through our integration with DrFirst, a best-of-breed electronic prescribing solution. Amwell has developed a comprehensive integration with DrFirst in Converge, thus creating the most accurate and intelligent pharmacy services supported through telehealth consultations. All documentation workflows (orders, labs, referrals, etc.) are maintained within existing channels if using scheduled visits in the EHR.

Amwell end user helpdesk is available 24/7/365 and is included in the contract price. Customer support representatives provide Level 1 phone and email support directly to end users or may serve as a Level 2 escalation point to the operator's Level 1 customer support or helpdesk depending on contracting arrangements. All customer service representatives are located within the United States. If we are providing Level 1 customer support, our customer service representatives will be able to guide end users through the troubleshooting process to resolve the issue at hand. Alternatively, we can provide training to a client's customer service representatives if the client decides to provide its own Level 1 support to end users. Customer support is currently available via email and phone, with plans to expand support to additional channels within the next year. Additionally, a help page is accessible to consumers in the visit console browser footer. This page includes a list of FAQs and troubleshooting steps for common issues encountered when launching or having a visit. The page also includes a link to launch the technology check and configurable contact information for customer support.

Converge has the flexibility to adapt to each customer’s preference for provider prioritization. Providers may be prioritized based on rules within the solution. A key aspect to meeting our customers’ configuration and customization needs is the ability to segment providers according to geographic location, specialty, healthcare brand or system, and performance ranking, and present them to consumers in a clinically relevant manner. During intake, the consumer is required to select their location, by state, to ensure all clinicians displayed are licensed to see them and prescribe (if applicable) in the state where the consumer is located. Providers may be prioritized based on defined rules. For urgent care services, we can blend clinical services such that customer providers are prioritized to take consults first before rolling over to Amwell Medical Group. For scheduled appointments, we enable provider selection based on provider availability and consumer's preference. For queue routing outside of the tiering/prioritization, the platform’s logic looks at provider language, specialty, and state licensure for a given service line. Payer routing is a tenant level feature that can be enabled. The configuration/logic determines if a consumer can ultimately be routed to an Amwell Medical Group provider based on the insurance information entered by a consumer during intake.

Converge features a robust and flexible reporting tool called Looker, an industry-leading data visualization platform, to meet your unique business needs. With analytical tools embedded directly into our technology, a wide assortment of near real-time data is easily retrieved. Use Looker to explore, analyze, and share analytics captured on your platform. The reporting tool may be leveraged to understand utilization and outcomes for Converge telehealth visits. You may access easy-to-view dashboards and pre-configured reports that track your organization’s success at any time, including utilization, consumer and provider satisfaction, and call quality metrics. The power of Converge analytics allows you to access data analytics across your entire book of business; view aggregate and detailed reports, on demand; gain critical insights into trends, financials, and business operations; and make data-driven decisions based on real business intelligence. Data can be filtered by member's and employer groups, providing insight on utilization, actions taken within the platform, satisfaction and more. Looker also provides access to a suite of standard self-service reports, which includes detailed financial, clinical, and utilization metrics, encompassing all activity that occurs on the platform.

Remote Nursing: Free bedside nurses to focus on patients by tapping into a new dimension of flexible teamwork. Offload time-consuming tasks from bedside nurses while allowing your clinical team to work off-site during select shifts, supporting your bedside team and patients via live feed video. Remote Sitter: Optimize staff with tools that let one sitter monitor multiple patients simultaneously via one screen. Using a localized AI algorithm to monitor fall risk, Remote Sitter delivers automated alerts when movement is detected and allows sitters to respond to patient needs via two-way video/audio.

Virtually monitor patient safety and prevent falls with AI-enhanced observation. Artisight’s Virtual Sitters solution enables continuous, real-time monitoring of at-risk patients through an ambient sensor network and two-way video communication. Using AI-powered fall risk detection, the platform alerts staff the moment unsafe movement is detected—empowering proactive intervention before harm occurs. This scalable alternative to 1:1 sitters improves patient safety, reduces observation costs, and frees up clinical staff to focus on higher-value care.

Perform virtual assessments to prioritize patient care and streamline resource allocation. Artisight supports virtual triage by enabling clinicians to assess patients remotely using a combination of live video, ambient audio, and AI-powered insights. From ED intake to inpatient units, clinicians can quickly evaluate low-acuity patients, determine next steps, and escalate care when needed—without requiring an in-room presence. This approach enhances throughput, reduces unnecessary in-person interactions, and ensures the right care is delivered at the right time by the right provider.

Artisight supports smooth, timely care transitions by enabling virtual participation in discharge planning and interdisciplinary rounds. Through two-way video and real-time data access, case managers, pharmacists, and social workers can engage remotely with care teams and patients to complete assessments, coordinate post-acute services, and prevent discharge delays. This approach improves throughput, reduces readmissions, and ensures patients and families are better prepared for the next step in their care journey.

Artisight enhances the bedside care experience by providing virtual support, mentorship, and education to frontline nurses. Virtual RNs can assist with admissions, discharges, documentation, patient education, and routine assessments—freeing up bedside staff to focus on hands-on care. This collaborative model enables real-time guidance, promotes clinical consistency, and supports novice nurses with on-demand mentorship, ultimately reducing burnout and improving nurse satisfaction and retention.

Artisight powers centralized command centers that provide real-time visibility into hospital operations, enabling proactive decision-making and optimized throughput. Through a network of AI-driven sensors and computer vision, health systems can monitor patient flow, room status, staffing needs, and clinical events across multiple sites. This enterprise-wide view supports smarter resource allocation, reduces delays in care, and helps manage capacity constraints—ensuring patients get to the right place at the right time, every time.

Streamline clinical workflows with ambient documentation and real-time data capture. Artisight leverages computer vision, voice recognition, and AI-driven automation to reduce documentation burden and improve accuracy. By integrating directly with the EHR, the platform enables hands-free clinical documentation during patient interactions—allowing providers to focus on care, not clicks. Key capabilities include: - AI-powered ambient listening for auto-generated documentation - Seamless EHR integration to support review, confirmation, and clinical note editing within existing workflows Artisight empowers clinicians to document more efficiently and accurately—improving care quality and reducing burnout without disrupting existing workflows.

Continuous Monitoring and Predictive Insights to Optimize Care Artisight uses a network of ambient sensors and computer vision to passively collect and analyze real-time data across the hospital. Our localized AI algorithms continuously monitor patient activity and clinical workflows, identifying early signs of risk—like falls or pressure injuries—and prompting timely interventions. By combining real-time and historical data, Artisight enables predictive analytics that help care teams intervene earlier, reduce adverse events, and improve patient outcomes—without adding burden to staff.

Streamlined Collaboration, Smarter Care Artisight empowers care teams with real-time access to relevant patient context—when and where they need it. By integrating with existing EHR systems and leveraging ambient AI, our platform enables seamless collaboration across disciplines, surfacing key clinical data, safety alerts, and care plan updates at the point of care. Whether during bedside rounding or virtual consultations, care team members can quickly align on patient status and next steps—improving communication, reducing duplication, and driving more coordinated, efficient care delivery.

Intelligent Insight from Every Angle Artisight’s platform combines data from a hospital-wide network of cameras, microphones, and sensors to understand and respond to complex clinical environments in real time. Our AI continuously processes ambient signals—like motion, voice, and biometrics—to detect meaningful patterns and deliver timely alerts, insights, and interventions. Whether it's recognizing fall risk, detecting prolonged immobility, or identifying safety protocol violations, Artisight enhances situational awareness and supports context-based decision-making across care settings. With customizable outputs—visual, auditory, or integrated into existing systems—care teams are informed how and when they need it most.