MUSC Health expands AI agent services
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Since 2024, MUSC Health has deployed Emily, a patient service agent powered by the SoundHound AI platform, routing patient calls into an AI system to handle matters such as appointment scheduling and bill payments. According to a November 13, 2026, report by PYMNTS, Emily has supported more than 2.2 million patient calls in total, covers all 92 patient access phone lines, and handles 25% of patient calls. Emily has been integrated with the Epic electronic health record system; since July, the service has further expanded to prescription refill requests, enabling it to check real-time status and transfer patients to the pharmacy team.
AI-written from reports · updated 2 hours ago
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- PYMNTSMUSC Health's AI Agent Emily handles appointments, billing, and prescription refills
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.
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