AI Call Center Decision Support

Contents

AVIA Summary About EHR Integrations Use cases and differentiators Company information Media

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AI Call Center Decision Support is a solution provided by Clearstep which was founded in 2018. It belongs to multiple categories of digital health solutions including Digital Front Door (DFD), Virtual Health, Patient Flow, Patient Education, Improving Engagement & Self-Management, Patient-Facing Decision Support, Conversational AI, Artificial Intelligence (AI), and Command Centers.

It has 16 verified clients.

Some other resource(s) that may be helpful in learning about AI Call Center Decision Support include: Patient Engagement 2.0: How Chatbots Are Revolutionizing Health Queries and The Competitive Edge: Why Every Health System Needs a Robust Digital Front Door

DESCRIPTION

Empowers agents, clinical and non-clinical, with the same gold-standard clinical and administrative logic that powers self-service.

Call center staff launch from the EHR or existing interface; Clearstep guides them step-by-step through what to ask and what to offer, with structured documentation pushed directly into the EHR.

Why Clearstep is chosen:

Shrinks AHT (average handle time) and reduces variation
Standardizes MA/RN workflows with gold-standard clinical content guidance
Ensures agents always offer the best, safest care options
Extends scheduling rules from Optimized Scheduling into human-assisted calls
Reduces errors, duplicative questions, and missed opportunities

Solves: inconsistent triage advice, long handle times, training burden, safety concerns, documentation gaps.

CATEGORIES & SOLUTIONS

Digital Front Door (DFD)

Virtual Health

Patient Flow

Virtual Triage Tools for Consumers

Virtual Assistants for Patient Questions

Low Acuity Care Navigation Tools

CLIENT TYPES

Pediatric Hospitals

Academic Medical Centers

Rural Hospitals

Small Hospital/Health System

Large Hospital/Health System

Health Insurers

Government

Extra Small Hospital/Health System

Medium Hospital/Health System

Extra Large Hospital/Health System

Outpatient Clinic

EHR integration

Integrations

None provided

EHR integration and relevant hardware

Recommended, but not required

EMRs supported

None provided

Hardware compatibility

None provided

Solution libraries

In Epic Showroom: https://apporchard.epic.com/gallery/?id=6520

Use cases and differentiators

Use case descriptions

We white-labeled and fully-configured a COVID-19 screener to the care access points (hospitals, telemedicine providers, nurse hotlines, and at-home resources of a 17-hospital system (reach out to learn specifics). A COVID-alert message on the home page routes users to the option to screen their symptoms for risk of infection and presentation of system-wide care options. The entire process of whitelabeling, configuring, implementing, testing, and going live was complete in 5 business days.

Pediatric use cases

Clearstep's virtual triage platform is able to route >99% of adult and pediatric chief complaints towards their evidence-based next step.

Users

Once live, an e-mail campaign was sent out to 650,000 residents in the areas surrounding the system to inform them that they could screen their symptoms. The email achieved the highest engagement rates of any mailer ever (3x higher email open rate and click-through rates). The COVID screener was used 30,000 times in the first three days.

Differentiators vs internal options

Clearstep marries disparate data sets that exist in various locations within the system. We take the responsibility to marry clinical content, provider directories, insurance & eligibility information, claims data, and scheduling systems so that your system's teams do not have to. Clearstep is ready-made and fully-supported by our development team.platform that is customizable to your health system's specific resources. Clearstep's business solution package also offers patient targeting to ensure that patients searching specific symptoms within a health system's geography are routed into that system via a seamless, effortless, already-built user experience.

Differentiators vs competitors

Clearstep is the only solution providing an end-to-end user experience that guides patients through all aspects of booking care. Our symptom checker is powered by the most accurate triage, diagnostic, and home care content available and is derived off content that is already used in 95% of nurse call centers in the country. Clearstep uniquely offers a natural language processing engine that can handle free-text descriptions of an individual's chief complaint. In addition to featuring the most accurate content available, Clearstep's digital dialog asks the least number of questions as compared to competitor platforms and provides a single next-best step. Competitors often provide multiple possible causes and next steps that reduce clarity for the end-user's next step.