MUSC Health's AI Agent Emily handles appointments, billing, and prescription refills

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MUSC Health has connected patient calls to AI Agent Emily, built on the SoundHound AI platform, to handle appointments, bill payments, and prescription refills. Since being deployed in 2024, Emily has supported more than 2.2 million patient calls, covering all 92 patient access phone lines and handling 25% of patient calls. Emily is integrated with the Epic electronic health record and, starting in July, can also handle pharmacy refill requests, check real-time status, and transfer calls to the pharmacy team.