Talkdesk AI Agents Enhance Healthcare Patient and Member Experience
Talkdesk®, Inc., a global leader in artificial intelligence (AI)-powered customer experience (CX) technology, is empowering healthcare organizations to deliver a new level of integrated self-service. Their innovative solution, Talkdesk AI Agents for Healthcare, announced today at HIMSS 2025, allows healthcare providers to autonomously handle and resolve common patient and member inquiries, personalizing the experience without the need for live agent assistance. This advanced technology automates many frequent and important inquiries, enabling human agents to focus on more complex and critical issues.
Talkdesk® has announced the integration of agentic AI into its Talkdesk Ascend AI™ platform, marking a significant step forward in transforming customer experience (CX) for healthcare organizations. Agentic AI, a specialized form of artificial intelligence, enables natural language understanding and generation, allowing for the automation of decision-making, task management, and routine processes. This technology is at the core of Talkdesk AI Agents for Healthcare, which provides healthcare organizations with virtual agents capable of handling a variety of essential tasks, such as scheduling appointments, verifying benefits and prior authorizations, and refilling prescriptions.
With Talkdesk AI Agents for Healthcare, patients and members gain 24/7 on-demand access to virtual agents, making it easier for them to manage their healthcare needs. The AI agents adapt to the preferred language and digital communication channels of consumers, offering personalized experiences while empowering patients to take greater control of their healthcare. This accessibility allows healthcare organizations to streamline their operations and improve overall patient engagement.
The Talkdesk AI Agents for Healthcare system is designed to be easy to deploy across both cloud-based and on-premises contact centers. By providing simple prompts, such as “You will help patients schedule an appointment. Always be nice, courteous, and compliant,” healthcare providers can design virtual agents that integrate seamlessly with electronic health records (EHR) and claims systems. Once the virtual agent is configured, it can be deployed after validation and testing.
These integrations enable Talkdesk AI Agents for Healthcare to deliver highly personalized interactions based on each patient’s data, improving engagement and outcomes on a large scale. For example, the system can send reminders to close care gaps, recommend facilities, and present care options based on an organization’s specific knowledge sources, ensuring that each interaction is tailored to the individual’s needs.
One healthcare organization benefiting from this transformative technology is Evara Health, which has drastically improved its patient service approach using Talkdesk Ascend AI.
Faced with challenges in remote work, patient access, and operational efficiency, Evara Health now manages 45% of its call volume through automated systems. This shift has allowed human agents to focus on more complex issues, leading to a reduction in average handling time (AHT) and improvements in the overall quality of care provided.
Patty Hayward, General Manager of Healthcare and Life Sciences at Talkdesk, highlighted the impact of agentic AI on healthcare organizations: “Agentic AI tools represent a seismic shift for the consumer experience in healthcare. These tools enable organizations to deliver greater value to patients and members, and Talkdesk AI Agents for Healthcare allows them to accelerate their automation and digital strategies faster, with the robust guardrails that the industry requires.”
The announcement of Talkdesk AI Agents for Healthcare represents the latest step in Talkdesk’s commitment to modernizing customer experiences. Over the past year, Talkdesk has expanded its platform by introducing generative AI-powered applications to support industry-specific customer self-service solutions, such as Talkdesk Autopilot™ for retail, banking, and healthcare. The platform also features Talkdesk Navigator™ for seamless voice and digital routing and Talkdesk Interaction Analytics™, which surfaces valuable customer insights from contact center data.
In addition to this, Talkdesk’s ongoing innovations include new agentic AI offerings, such as the Talkdesk AI Agents for Retail, which was launched in January 2025. These industry-specific AI agents are designed to provide enhanced self-service and improve operational efficiency across multiple sectors, including healthcare.
Talkdesk will be showcasing Talkdesk AI Agents for Healthcare at HIMSS 2025 at the Venetian Expo in Las Vegas from March 3-7, 2025. At this major healthcare event, Talkdesk will demonstrate how its AI-driven technology is transforming patient and member experiences across the healthcare sector.
About Talkdesk
Talkdesk® is on a mission to revolutionize customer experience (CX) worldwide. With its cloud-native, generative AI-powered CX platform, Talkdesk is transforming how enterprises, both large and small, engage with their customers. By offering industry-specific solutions and extensible AI capabilities, Talkdesk empowers organizations to enhance customer experiences, increase revenue, and achieve greater operational efficiencies.
The company’s focus on innovation, reliability, and security sets it apart in the industry. Talkdesk accelerates value for its customers with specialized workflows and integrations, ensuring faster deployment and a more streamlined experience than traditional, one-size-fits-all solutions. Through its continued commitment to delivering breakthrough results, Talkdesk helps its partners across the globe elevate their customer service and drive business success.
