Sheila Kelly’s 12+ years specializing in voice assistants that leverage speech technology and conversational AI provides deep domain knowledge for improving switchboard and contact center operations across multi-billion-dollar health systems.

Her focus on lifting customer experience by prioritizing caller needs demonstrates strategic understanding of healthcare consumer expectations. As Sheila explains, “Our solutions lift the customer experience to new levels by putting the caller’s needs first to ensure high levels of engagement.”

Sheila’s thought leadership often focuses on patient experience, agent burnout, and operational efficiency. She frequently talks with clients about a common healthcare challenge: “Healthcare callers, used to hearing, ‘Please listen closely because our options have changed,’ should not be made to feel frustrated when they call hospitals and clinics. Hospitals want to offer a human-centered experience across the continuum of care, and they should. It all starts at the healthcare ‘front door.’ With voice technology, callers can self-serve or speak to an agent – that pleases people and makes the job easier on contact center staff.”

Sheila’s expertise in non-disruptive voice technology deployment enables C-suite leaders to implement transformational solutions without major infrastructure projects. As she notes, “I educate healthcare leaders on how simple this is to implement.”

Sheila has helped many health systems, including Keck Medicine of USC, UW Medicine, Providence Health & Services, Allina hospitals and clinics, and UCLA Health, among many others. Her long-term specialization positions her as a definitive expert for healthcare executives seeking proven conversational AI solutions that improve operations and generate ROI.