“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.

The OR Black Box is an innovative AI-driven platform designed to revolutionize surgical environments by addressing critical needs in patient safety, quality improvement, skills mastery, and operational efficiency. This comprehensive solution integrates ambient technologies, data analytics, video capabilities, and artificial intelligence to provide actionable insights across the surgery department.
Key features of the OR Black Box include:
-Room State: Offers real-time analytics and predictive insights to optimize scheduling and reduce unplanned overtime.

-Surgical Safety Checklist: An auditing and benchmarking tool ensuring compliance with safety procedures at critical points during surgery.

-Case Discovery: Leverages AI to automatically detect clinical and operational outliers, enabling root cause analysis and quality improvement through video review.
-OR Explorer: Provides a growing library of surgical videos for education, research, and performance enhancement.


The platform promotes transparency, continuous improvement, and care standardization by allowing organizations to compare surgical performance and identify best practices. It streamlines surgical suite workflows, maximizes efficiency, and enhances staff satisfaction.
Developed by Surgical Safety Technologies Inc. (SST), the OR Black Box is built on research excellence through partnerships with leading hospitals. It integrates with existing systems while future-proofing organizations through an open platform for emerging innovations.
With over 80 peer-reviewed publications supporting its efficacy, the OR Black Box empowers surgical teams to systematically analyze and refine their performance, driving continuous, data-driven optimization in surgical care delivery.

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.

AI-Driven Insights: Utilizes advanced AI and machine learning for autonomous risk detection and predictive insights, going beyond traditional EHR data tracking.

Real-Time Analytics: Provides real-time operating room analytics, allowing for immediate operational adjustments.

Customizable Annotation Framework: Offers tailored video analysis tools for center-specific needs and metrics, unlike the more rigid structures of most EHRs.

Continuous Improvement Engine: Facilitates ongoing performance optimization through comparative analytics and best practice identification.

Open Platform Architecture: Designed to integrate with existing systems and accommodate future innovations, offering more flexibility than closed EHR systems.

Surgical Safety Checklist Integration: Incorporates specialized tools for monitoring and improving surgical safety checklist compliance.

Advanced Operational Optimization: Offers predictive insights for scheduling and resource allocation, going beyond basic EHR scheduling capabilities.

Comprehensive Video Integration: Incorporates video capabilities for surgical procedures (open, lap, robotic), enabling visual review and analysis not typically available in competing systems.

Multifaceted Approach: Addresses patient safety, quality improvement, skills mastery, and operational efficiency in a single platform.

Surgical-Specific Focus: Designed specifically for high-acuity surgical environments, offering specialized features not found in other solutions.

Research-Backed: Supported by over 80 peer-reviewed publications, demonstrating proven value and efficacy.

Automated Outlier Detection: Automatically identifies clinical and operational outliers for focused improvement efforts.

Surgical Safety Checklist Integration: Incorporates specialized tools for monitoring and improving surgical safety checklist compliance.

Surgical Safety Network: Facilitates cross-organizational collaboration and benchmarking for safety and quality initiatives.