“If you can’t measure it, you can’t manage it.” - Peter Drucker.
Typical call center reporting packages capture the caller's journey only through the brief call center encounter. A caller's journey, however, is much more than the experience in the call center. Most callers:

• Spend signficant time on hold
• Get transferred up to 4 times before getting to the correct destination
• Get their needs resolved only 40% of the time
• Experience an inconsistent experience over time

Your call center statistics miss all of the actionable insights from the rest of your caller journey.

To help you better understand the typical caller experience, Syllable created Listening Mode. Listening Mode attaches our AI to every phone call coming into your call center. Our AI follows the call from first answer, over multiple transfers, and until the caller terminates the call. As a result, Listening Mode can provide actinable insights derived from:

• True call times
• Resolution rates
• Broken IVRs and extensions
• Departmental performance on the phone
• Intent (the actual reason a person is calling)
• Satisfactory and unsatisfactory human performance

From this report we can help you understand exactly where our conversational AI-based Patient Assistants can help.

Syllable is a leading provider of healthcare contact center and medical practice automation solutions using conversational AI. 

Syllable's product, the Patient Assistant, is used by both hospitals and practices to intelligently route calls more efficiently and provide for automated transactions like appointment scheduling and prescription refill on the phone.

The Patient Assistant also provides rich insights into the end to end call journey for your patients. Current call center metrics are too focused on the micro engagement at the call center and fail to provide the full extent of operational difficulties patients experience on the phone. 

Syllable is used by health systems such as NewYork-Presbyterian, Houston Methodist, Parkview Health, Memorial Care and Honor Health to improve patient experience, enhance access and reduce the cost of delivering healthcare on the phone.

With 88% of patients engaging with hospitals and providers over the phone, why invest millions on your digital front door. Engage patients where they are, on the phone, with Syllable. We automate 50% of incoming phone volume on day one at the fraction of the cost of a human call center agent.


Syllable provides swift time to value with real ROI.

A set of reports and dashboards focused on key cost and utilization measures (ED visits, admits, total cost of care, episode cost, preventable events, risk, and high cost imaging) that can be viewed across facilities, providers, practices, payors, and plans and utilizes third-party capabilities from 3M, Truven, Milliman and HealthPartners.

Cerner Corporation is a supplier of healthcare information technology solutions, services, devices and hardware. Cerner solutions optimize processes for healthcare organizations. These solutions are licensed by 9,300 facilities globally, including more than 2,650 hospitals; 3,750 physician practices 40,000 physicians; 500 ambulatory facilities, such as laboratories, ambulatory centers, cardiac facilities, radiology clinics and surgery centers; 800 home health facilities; 40 employer sites and 1,600 retail pharmacies. It operates in two segments: domestic, which includes revenue contributions and expenditures associated with business activity in the United States, and global, which includes revenue contributions and expenditures linked to business activity in Argentina, Aruba, Canada, Cayman Islands, Chile, Puerto Rico, Saudi Arabia, Singapore, Spain and the United Arab Emirates. On May 23, 2011, it acquired Resource Systems, Inc. On October 17, 2011, it acquired Clairvia, Inc.

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1. We provide full, end-to-end visibility to the caller journey at your health system or practice.
2. Simple call forwarding telephony integration
3. Deploys quickly
4. Not only provides statistical analysis of call performance but also provides detailed insight into caller experience, intent, resolution, overall phone system health and departmental performance.