4 min
Conversational AI improves caller experience and lowers operational expenses by upgrading hospital and clinic call management systems.
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Nikki guides IT and implementation teams at health systems that range in size from small rural hospitals to multi-billion-dollar integrated healthcare delivery networks (IDNs), in voice technology transformation. With over 15 years in development and data analysis for finance and market research companies, Nikki brings sophisticated analytics capabilities to healthcare implementations. Her expertise in data cleansing, consolidation, and report analysis enables her to ensure that the healthcare IT teams who work with Parlance measure and optimize voice technology performance effectively.
She is an expert at integrating automatic speech recognition and intelligent speech technologies, like conversational AI and voice AI agents, with PBX and VoIP telephony systems across healthcare, education, corporate, and government environments. This enables her to navigate complex IT infrastructure requirements at enterprise health systems.
Nikki’s progression from Solutions Engineer to Manager of Solutions Engineering is a result of a deep understanding of call center operations and workforce optimization. Her experience managing teams of Solutions Engineers and Service Desk Technicians gives her practical insights into staffing challenges and operational efficiency that voice AI directly addresses.
The profound impact of Nikki’s personal experiences has led to a more comprehensive understanding of the need to ensure that hospitals and clinics are able to provide healthcare consumers with frictionless access to care. As a primary caregiver for a medically complex patient with frequent hospital admissions, Nikki understands the real-world frustrations patients face: annoying touchtone menus, long agent queue hold times, interdepartmental transfers, and scheduling difficulties. Nikki says, “My first-hand perspective drives my commitment to improving patient interactions through voice technology. For those navigating the healthcare system—whether for themselves or a loved one—clear, accessible communication should never be a barrier to care.”
Nikki also adds, “My own mobility limitations drive my personal use of voice recognition and speech-driven accessibility aids. This has given me firsthand insight into how voice technology can reduce barriers for patients with disabilities.” Nikki’s lived experience drives her to ensure that Parlance implementations serve diverse patient populations effectively.
Think the voice channel is declining? Think again. Despite major health system investments in omni-channel communication and healthcare portals, patients, family members, doctors, and vendors
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400 West Cummings Park, Suite 2000
Woburn, MA 01801
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Phone: 888-700-6263
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