“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.

LifeGraph Knowledge: Care Optimization module applies Natural Language Processing, Machine Learning, and AI to clinical notes and EMR fields for meaningful cohort comparisons. Using your organization's data, the platform helps you compare similar patients and procedures. You can quickly identify variations in care and opportunities for improvement, take actionable steps, and effectively hold individuals accountable for driving positive change.

Opportunities linked to evidence

Care Optimization leverages your data to identify opportunities for cost reduction, time savings, and improved care — and backs decisions with related journal articles, guidelines, and recommendations from professional organizations. 

The combination of practice-based evidence layered with evidence-based content creates a data story that will engage your physicians in decision-making and driving real change.

Here’s what the RIGHT data can do for your organization

Here are some of the opportunities one health system uncovered with Care Optimzation that contributed to $90M in savings. 

Cost-Efficient Supply Usage

After identifying supply usage variations that had no negative impact on outcomes, physicians standardized the most cost-efficient surgical technique.

$600 savings per case

Shortened Length of Stay

Surgeons unanimously adopted a post-surgical injection that reduced the length of stay.

$1500 savings per case

Process Efficiency

Analyzing surgical closure options led to adopting a more efficient technique that reduced costs.

$470 savings per case

A Whole New Way to Connect, See, and Use Your Data

LifeGraph® from BurstIQ is a next-gen data management platform that seamlessly integrates data across healthcare ecosystems, making it more valuable, actionable, compliant, and secure to create more personalized and relevant patient, provider, and payer experiences and grow your future-ready business.

One Platform. Unlimited Possibilities.

LifeGraph comprises three solutions that serve as a one-stop solution for all your data ecosystem requirements.

Integrate Data Intelligently: LifeGraph Exchange

LifeGraph Exchange integrates data from any source using AI and graph technology to give your data context. It doesn't require you to rip and replace your existing tech stack, rather, it can enhance your current investments and reduce vendor complexity.

LifeGraph Exchange employs blockchain technology to empower:

• Complete, accurate, timely, and secure data
• Data ownership and control across your business, partner, and customer ecosystem
• Enhanced privacy and security for reduced cybersecurity risk
• Controlled data access and sharing across your organization
• Verifiable proof of data integrity, improving credibility, and building trust

Explore Data Intuitively: LifeGraph Knowledge

LifeGraph Knowledge gives you deeper insights across your entire data ecosystem. Using knowledge graphs, you can identify patterns, trends, and relationships in large data sets that you might not have seen otherwise so you can:

• Conduct highly complex queries with ease
• Improve your decision-making
• Automate manual processes
• Make data more accessible to humans and machines
• Design more intelligent products and services 

Build Relationships and Reinforce Trust: LifeGraph Experience

LifeGraph Experience helps you connect with your customers through hyper-personalized experiences and employs AI pathways to incentivize customers in more meaningful ways. With LifeGraph Experience, you can:

• Build solid and trustworthy relationships with customers
• Create loyalty programs and incentivize desired consumer behaviors
• Create enterprise, partner, and customer ecosystems powered by Web3 Super Apps
• Offer seamless and superior customer experiences
• Provide customers with greater value to grow your business

What Can You Build With LifeGraph?

• System Integration Platforms
• Enterprise Data Networks and Data Fabrics
• Consent & Governance Solutions
• AI Decision Support Platforms
• Trusted Digital Twin Solutions
• Knowledge Graph CRMs
• Hyper-Personalized Engagement Platforms
• AI-Powered Multi-Sided Marketplaces
• Super Apps

Not applicable

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.

Our Cohort engine enables apples-to-apples comparisons of patients, providers, and procedures to enable more meaningful clinical analysis.

Improvement opportunities are linked to evidence to engage physicians and encourage improvement actions.