SoundHound's Amelia Conversational AI Platform vs ThinkAndor®

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SoundHound's Amelia Conversational AI Platform

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ThinkAndor®

4.9

18 reviews

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Product Description:

It may seem like every conversational AI vendor is saying the same thing these days. SoundHound’s Amelia Conversational AI Platform stands out as the most trusted among healthcare organizations because:

Our proprietary voice AI with our best-in-class conversational and generative AI capabilities powers secure, omnichannel, natural-language AI agents for patient-facing, member-facing, and employee-facing use cases.
Our AI agents integrate with EHRs like Epic and Cerner, as well as CCaaS platforms, to fully automate personalized, end-to-end resolutions for patients, members, and employees.
Our platform is currently in production with some of the largest health systems in the United States and conducts thousands of concurrent interactions every day.

With our Amelia Platform, leading health systems experience:

~$4M saved annually on 1 million inbound patient calls
4.4/5 patient satisfaction scores from AI agent interactions
<1 minute average time-to-resolution for employee help desk requests

About SoundHound AI:

We believe every brand should have a voice and every person should be able to interact naturally with the products around them—by simply talking.

SoundHound’s independent voice AI platform connects people to brands through customized conversational experiences that voice-enable products, services, and apps while giving companies access to their valuable data and analytics for greater control and brand ownership of the customer experience.

Product Description:

Andor Health was born over 4 years ago with a single mission; to fundamentally change the way in which care teams, patients, and families connect and collaborate. By harnessing the latest innovations in OpenAI/GPT models, our cloud-based platform unlocks data stored in source systems - such as electronic medical records - to deliver real-time actionable intelligence to care teams within ubiquitous virtual collaboration platforms like Zoom. By perfecting communication workflows, our platform accelerates time to treatment, decreases clinician burnout, and drives better patient outcomes.

Healthcare institutions and providers use ThinkAndor® to enable providers to configure patient and clinician interactions with ubiquitous team collaboration platforms. This eliminates the need to manage added applications. ThinkAndor® enables a frictionless virtual interaction allowing physicians and patients to communicate without being distracted by disjointed technologies during a virtual consultation.

ThinkAndor is the only integrated virtual collaboration platform that can truly bring together all aspects of outpatient, inpatient, post-acute and at home virtual care collaboration through the 5 Pillars of Virtual Health: Virtual Visits, Virtual Hospital, Virtual Patient Monitoring & Care Management, Virtual Team Collaboration, and Virtual Community Collaboration. 

Features include:

Virtual visits launched from the EHR
Voice-to-text clinical notes
Real-time alerts and notifications
Secure collaboration channels
ThinkAndor® AI Bot provides relevant content and clinical context to visits and care teams
Device-agnostic virtual rounding, nursing, sitting and remote consults to power the virtual hospital
Remote specialty consults such as Tele Stroke, Tele Psych, and Tele ICU
Access to a virtual on-demand network
Multi-room/patient virtual sitting for a variety of risk types
Virtual nursing to address staffing shortages

In 2020, Microsoft M12 took an investment position in Andor Health and works very closely to optimize virtual interactions leveraging OpenAI and GPT. Since then, Andor Health has grown to serve over 70,000 providers and over 500 hospitals leveraging the Andor Health platform across the US, Canada, and UK. Orlando Health, Medical University of South Carolina, Tampa General Hospital, Yale New Haven, and the National Institutes of Health are among some of the most notable. You may find some of our most prestigious partners here, https://andorhealth.com/partners.html.

Most Importantly, Black Book has ranked Andor Health as the #1 Virtual Care Collaboration Solution with the Highest Client Satisfaction in 2023! Black Book Market Research used 18 key performance areas of operational excellence to rank Virtual Care Solutions vendors, and recognized Andor Health as the Highest in Client Satisfaction.  More importantly, Black Book reached out to nearly 1000 provider organizations, hospitals, and health systems to perform this independent market evaluation with Andor Health taking  #1 in 13/18 key performance indicators across all 5 pillars of virtual health & collaboration! This success is a proven indicator of Andor Health’s focus to empower clinicians and care teams with distinct, AI-powered virtual collaboration experiences.

About Andor Health:

At Andor Health, our mission is to change the way care teams connect and collaborate. By harnessing machine and human intelligence, our cloud-based platform unlocks data stored in electronic medical records to deliver real-time actionable intelligence to care teams – both inside and outside of their enterprise. By optimizing communication workflows, our solutions accelerate time to treatment, decrease clinician burnout, and drive better patient outcomes. Built on an AI/ML framework, healthcare institutions and clinicians can self-configure the signals and workflow actions as you would any device connected to the internet, and personalize the intelligence they need at the right moment in time to provide better care.

Compatibility level

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Clients

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Product Capabilities

Online scheduling

Our platform automates appointment management, including scheduling, rescheduling, confirming, and canceling patient appointments.

Guided interactions

Patients and providers converse in natural language with AI agents powered by our Conversational AI platform to complete tasks, resolve issues, and find information. Conversations with our AI agents are free-flowing and bidirectional.

Contextual understanding

Our AI agents are context-aware, taking into account previous and current conversations with users when forming a response. Our AI agents also leverage secure integrations with EHRs to provide users with personalized and relevant information and assistance based on their records.

Interoperability

Our Conversational AI platform integrates with numerous EHR systems, including Epic, Cerner, Meditech, and others. In addition, our platform is equipped with 40+ out-of-the-box channel gateways, including with Cisco, Five9, and WhatsApp, as well as with email and contact center systems.

Data security and privacy

We are committed to protecting patient privacy. We are HIPAA compliant, as well as ISO27001, SOC2 Type II, and PCI-DSS certified.

Naturalistic interaction

Our AI agents can be deployed across any channel where humans also provide support (i.e. phone, text, webchat, etc.). Across all voice and chat channels, our AI agents conduct natural language conversations that feel like talking with a human.

Scalability

Our platform is capable of conducting thousands of concurrent conversations. This capability allows the platform to scale when demand spikes, and/or as use cases and user adoption grows.

Adaptability

Our platform is always on the cutting-edge of AI innovation. We leverage the latest AI technologies and methodologies, such as agentic AI, generative AI, and LLMs, to deliver powerful solutions that drive long-term value for our customers and their customers.

Accurate & Relevant

AI agents built on our Conversational AI platform use the most up-to-date information from health systems' websites and content sources to deliver relevant and accurate responses to users.

Access & Scheduling

ThinkAndor® supports multilingual and omni-channel virtual visit sessions between patients and providers without the need for downloading an app. Via Andor’s digital front door, we provide patients with a model for navigating to the appropriate line of care through a first in the industry use of OpenAI/GPT capabilities. Patients can either schedule a synchronous virtual visit session or choose from a variety of asynchronous options. Patients can also add family members or caregivers in the virtual wait room and providers can invite colleagues for multi-disciplinary calls using the embedded ThinkAndor®AI Bot within the session. This whole process helps to improve how both patients and providers are brought together.

Intake & Virtual Waiting Room

ThinkAndor® supports a comprehensive virtual waiting room with a fully configurable set of patient intake and assessment forms. In this process, providers can push patients to complete a device and browser check, review their symptoms, complete inclusion/exclusion criteria and upload images. Shortly before the visit, patients can add family members or care givers and improve accessibility through features like closed captioning. Providers/care team members can track a patient’s progress in the queue and alert them when the provider is ready to begin the session.

Virtual Encounter

ThinkAndor® provides highly-resilient video call capabilities with the ability to toggle to phone/audio and support multi-party sessions. The presence of the ThinkAndor®AI Bot during visits acts to track time, surface clinically relevant content for the clinician, and create SOAP notes. Additionally, ThinkAndor® can support asynchronous communications for lower acuity conditions. These can be escalated to synchronous calls if a clinician determines that the patient’s status has degraded.

Diagnosis & Documentation

ThinkAndor®’s bidirectional integration with the client EHR allows users to leverage existing patient demographic/medical information and upload new documentation. Generative AI curates the content and context for the clinician from the virtual experience for clinical documentation prep and decision making. The ThinkAndor®AI Bot also facilitates an ambient experience in the virtual visit and captures the voice of the clinician to generate clinical documentation for the EHR, including SOAP notes. The dashboard allows clinicians to both monitor active signals from patient inputs and devices as well as review past documentation in the patient details. This improves workflow orchestration and enables faster interventions to yield improved patient outcomes.

Billing, Orders, & Follow Up

ThinkAndor® has the ability to support eligibility, payment processing – including payment plans & copays, prescriptions, labs, orders, and referrals through third-party integrations and core host systems such as the client’s EHR. Relevant information from orders can be surfaced by the ThinkAndor®AI Bot and brought to the attention of providers through preconfigured alerts and escalation pathways. Because the ThinkAndor®AI Bot starts the session, it also captures the timing of the experience and the documentation to support billing for that particular visit. Post-visit, ThinkAndor® continues the experience by reaching out to the patient to ensure compliance with their care plan and any follow ups that may be required.

Technical Support

Andor Health provides both remote and on-site technical support as needed by customer institutions. Andor Health maintains a help desk to receive service-related inquiries from the client via designated means during the client’s business hours, excluding Andor Health observed holidays, and Andor provides clients with extended support outside of business hours via telephone for critical issues. Per the specific implementation and the client’s needs, Andor can stand up educational materials and assign the appropriate routing for patient concerns.

Flexible Staffing

Through ThinkAndor®’s native capabilities and deep integrations with staffing partners, Andor can help fill chronic staffing shortages and address emergencies like burst capacity scenarios. For virtual nursing, virtual sitting, remote consults, and other bespoke virtual hospital use cases, including telestroke, telepsych, and virtual hospitalists, Andor can either leverage resources from other facilities within a health system or bring in credentialed resources from third parties. This both fills certain specialties which users may not already have staffed and allows for health systems to reduce costs by better matching resources to current capacity.

Analytics

Andor Health uses PowerBI to provide robust analytics such as provider utilization/productivity, average time per visit, most commonly treated conditions, resolution vs. escalations, volume by day and time, and patient feedback. Andor Helath is also pioneering the use of OpenAI and GPT to provide insights and analytics along a patient’s care plan so that as data comes through, ThinkAndor™ can provide predictive analysis on the outcome of the patient.

Use Cases

Description:

Use Cases for Health Systems & Providers:

By deploying AI agents powered by our Conversational AI platform, health systems provide patients with a digital health service that is secure and industry compliant - from selecting doctors and scheduling appointments, through ongoing care management.

Intelligent IVR: Escalations, Call Routing, and Triage
Find Locations, Doctors, and Services
Scheduling Management (Schedule, Reschedule, Cancel, Confirm, Recall)
Patient Outreach (Care Management, Care Gaps, PROs, Medication Adherence)
Intake and Pre-Registration
Patient Payments, Financial Assistance, Collections
Symptom Checker, Virtual Triage, Risk Assessments
Patient Surveys

Use Cases for Health Plans (Members):

Our AI agents act as trusted guides to doctors, dentists, and pharmacies, helping patients enroll in new health plans, determine coverage eligibility and benefits, update and expand coverage, and file and track claims.

Update Profile, PCP, and Coverage Information
Replace ID Cards/Password Resets
Find a Provider, Dentist, or Pharmacy
Coverage Benefits/Eligibility (Medical, Dental, and Pharmacy)
Claims Inquiries and Explanations
Enrollment

Use Cases for Health Plans (Providers):

Health plans deploy our AI agents as the first point-of-contact for members, offloading administrative tasks from employees while allowing members to quickly secure answers on coverage status, approvals, and authorizations.

Approvals and Authorizations
Member Coverage Status and Inquiries
Provider Administrative Services
Bill Payment Status

Pediatric use cases:

None provided

Users:

Healthcare:

Aveanna Healthcare
MUSC Health
Visionworks

Non-healthcare:

Asics
BNP Paribas Securities Services
The United States Navy

Description:

ThinkAndor® is the first-to-market virtual health collaboration platform leveraging AI-powered models, like OpenAI/ChatGPT, to orchestrate virtual collaboration experiences with clinical context. Our platform, ThinkAndor®, coordinates contextual workflows across 5 key pillars of virtual health: Virtual Visits, Virtual Hospital, Virtual Patient Monitoring, Virtual Team Collaboration, & Virtual Community Collaboration.

Digital Front Door - Digital front door with AI Virtual Assistant framework accessible on any channel, including SMS Text, Email, Web, and ThinkAndor®AI Bot

Enable intake/triage forms for self-reported data and patient navigation
Configure automated patient experience workflows for marketing, scheduling, and other clinically relevant opportunities
End to end digital front door experience for virtual visits as well as in-person visits
Configuration of CRM platform of choice for workflows

Virtual Visits - Patient Virtual Waiting Room

SMS/text and email links for patients to access on-demand asynchronous or synchronous virtual interactions with providers
Virtual lobby, assessments, digital consents, eligibility & payments
Program & Portal enrollment
Education, videos, family invitations, call back feature

Clinical Notification & Dashboard Views

EHR integrated experience
Provider visibility & virtual lobby access
Automated waiting room queues for on demand and scheduled patients
Automated notifications and alerts to next care team member to ‘join’ session
Embedded in Virtual collaboration & EHR platforms (enables providers to curate content from EMR into the visit experience)

Virtual Hospital - Virtual Rounding

In room & remote device provisioning
Simplified single click to join experience for participants with WebRTC enablement
IoMT, PTZ camera, and diagnostic device integration
Enable automated signals and alerts to care coordinators and nurses
Multi-disciplinary collaboration sessions with patients and families
Orchestrate automated care plan follow up
Patient experience assessments, including Q15 Check in

Virtual Sitter

24/7 sitter solution scalable to support up to 16 patients at once
Device agnostic deployments supporting cameras, mobile carts, or in-room infotainment systems
Partnerships with third-party staffing resources to fill potential gaps in a hospital’s sitter resources
Use of AI to track concerning movements and highlight patients requiring interventions
Alerts and notifications sent to on-site nurses during a medical emergency

Decentralized Remote Consults

Support for remote specialty consults such as Tele Stroke, Tele Psych, and Tele ICU
Access available resources across a health system or a national network of credentialed providers
Fulfill out of network consulting needs when a health system’s own providers are available
Surface labs, patient details, and place orders using ThinkAndor®AI Bot
Support for multi-disciplinary call sessions

Virtual Nurse

Complete initial intake, assessments, and discharge planning
Invite family members and care givers
Engage with ThinkAndor®AI Bot to configure care plans
Complete tasks like dual sign-off for medication verification

Virtual Patient Monitoring - Remote Monitoring

Unified experience for VPM enrolled patients and an efficient workflow for care teams and clinicians
Patient device kits and self-reported assessments integrated with workflow orchestration where care team members can configure distinct data signals to monitor patients remotely
Configurable, AI Driven care plan templates
Routine patient check-ins/assessments
Integrated asynchronous/synchronous virtual visit experiences for interventions and routine patient follow up
Over 50 configurable virtual patient monitoring (VPM) care plans, with an easy pathway for health systems to stand up plans for additional conditions
Support for a vast array of wearables and biometric devices used for many VPM programs

Hospital at Home

Triage and identification of patient candidates for Hospital at Home programs
Identifying available and on shift providers/care team members to assign staff to the hospital at home care team
Secure communications to allow for tasking and collaboration amongst the different members of the hospital at home clinical staff
Scheduled and On-Demand virtual and asynchronous chat visits for routine check-ins and as needed evaluations based on patient condition/status with comprehensive digital front door capabilities
Workflow orchestration tool responding to live traffic conditions and patient needs to ensure all patient rounds are completed

Virtual Team & Community Collaboration - Secure, HIPAA compliant platform enabling care team collaboration and communication with downstream clinicians

Configure individual roles and teams to drive appropriate communications
Enterprise AI-based communications for users, roles, shifts and teams
Automated escalation to ensure message delivery and review
Review, escalate, delegate and forward messages
Built-in voice command capabilities
End-user customization of data and communication channels
Event-based notifications for clinical alerts across care settings

By providing real-time clinical data and relevant information, ThinkAndor® empowers providers to communicate and take the next appropriate clinical action with bi-directional integration to the EHR. This allows for a seamless continuation of the patient journey from the home setting to inpatient scenarios to post-discharge and remote monitoring care plans.

Pediatric use cases:

ThinkAndor® can support a variety of pediatric workflows, from orchestrating all digital front door experiences to care plans configured by condition or custom workflows pursuant to requirements from the client.

Users:

We have a number of prominent pediatric hospitals as clients, including:

SickKids | The Hospital for Sick Children
Cincinnati Children’s Hospital
Medical University of South Carolina (MUSC)
Orlando Health Arnold Palmer Hospital for Children

EHR Integrations

Integrations:

Acute care EMR, Ambulatory EMR, Ancillary EMR, Access +/or revenue cycle

EMR Integration & Relevant Hardware:

Required

EMRs Supported:

Epic, Cerner, Meditech, NextGen, eClinicalWorks

Hardware Compatibility:

Desktop, Mobile / Tablet (web optimized)

In Epic Showroom

https://showroom.epic.com/Listing?id=1326&returnTitle=3

Integrations:

Acute care EMR, Ambulatory EMR, Ancillary EMR, ERP system, Patient portal, Pop health platform, Home health, Behavioral health, Community based organizations, ADT, Access +/or revenue cycle, Credentialing, Website / public online sources, Other

EMR Integration & Relevant Hardware:

Recommended, but not required

EMRs Supported:

Epic, Cerner, Meditech, Allscripts, NextGen, Athenahealth, athena, Allscripts/Eclipsys, eClinicalWorks, GE, Other

Hardware Compatibility:

Desktop, Mobile / Tablet (web optimized), Other, Mobile / Tablet (native app)

In Epic Showroom

https://fhir.epic.com/Download?Id=22609

In Oracle Cloud Market

https://code.cerner.com/apps/think-andor

Client Types

Pediatric Hospitals

Academic Medical Centers

Large Hospital/Health System

Health Insurers

Pharmaceutical

Home Healthcare

Medical Labs

Diagnostics and Imaging Centers

Medium Hospital/Health System

Extra Large Hospital/Health System

Pediatric Hospitals

Academic Medical Centers

Accountable Care Organizations

Rural Hospitals

Small Hospital/Health System

Large Hospital/Health System

Extra Small Hospital/Health System

Medium Hospital/Health System

Extra Large Hospital/Health System

Awards

Differentiators

Differentiators vs EHR Functionality:

Our Conversational AI platform is:

A voice-enabled platform for contact center transformation
Omnichannel (voice, SMS, webchat, etc.)
Fully interoperable with existing CCaaS technology
Able to respond using answers generated from a health system's website content, as well as from pre-determined FAQs

Differentiators vs Competitors:

Our Conversational AI platform:

Communicates using human-like natural language
Leverages our proprietary voice AI
Is end-to-end fully interoperable with Epic and other EHR systems
Is a universal platform for patient-facing, member-facing, and employee-facing use cases
Scales to handle thousands of concurrent interactions
Has financial stability from being part of the largest public conversational AI company

Differentiators vs EHR Functionality:

Learn More

Differentiators vs Competitors:

https://www.andorhealth.com/thinkAndor.html

Health Equity

Keywords

conversational ivr,visual ivr, conversational ai,intelligent virtual assistant,ai,intelligent automation

Images

1 of 1

SoundHound AI for Healthcare: Reschedule Appointment

1 of 6

2023 Cerner Quote Card.png

Videos

1 of 1

Allina Health + SoundHound AI: Better Care in 120 Days

1 of 3

Andor Virtual Hospital Video

Downloads

Frost Radar™: Enterprise Conversational AI in Healthcare 2024.pdf

2023 ThinkAndor Virtual Patient Monitoring.pdf

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Company Details

By SoundHound AI

By Andor Health

Founded in 2018

Visit Website

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