Let agents handle what matters
Patient access contact centers are overwhelmed with repeat calls such as scheduling, refills, directions, and routing.
Parlance voice AI handles these interactions in real time with conversational AI, so agents can spend their time helping patients access care.
Since 1996, Parlance has worked with leading enterprise brands and healthcare organizations to implement effective voice-driven consumer communication systems.
Our conversational AI and intelligent automation modernize and optimize healthcare’s digital front door. We are the most trusted AI-powered platform for the patient access contact center. Parlance voice AI solutions are truly transformative for patients and for agents. We're proud to be a trusted partner to 400+ health system brands in the United States, Canada, and the UK.
Agent time saved
Routine calls automated
Caller engagement
Time to ROI
Always available, no hold times
High inbound call volumes overwhelm contact center staff, increase call abandonment rates, and lengthen hold times — making care feel frustrating and inaccessible to the patients who need it most.
Parlance AI agents answer inbound calls, help patients book/manage appointments, respond accurately to common questions, and triage complex calls to the appropriate department, while populating the agent's desktop. Staff resolve calls faster and your team won’t miss another opportunity to fill the schedule.
88% of patients still use the phone to reach their health system. The volume of inbound patient calls continues to grow, while staffing capacity remains constrained.
Agent burnout rates in healthcare contact centers are high. Turnover is expensive and disruptive.
Many calls do not require a human being. Simple requests such as scheduling, directions, prescription status, referrals, and routing are routine interactions that take up valuable time.
Parlance voice AI agents integrate with existing EHR and scheduling infrastructure enabling more effective contact center automation, ensuring healthcare's digital front door is always open.
Handled by your team
Parlance is an omni-channel platform delivering HIPAA-compliant AI agents across voice, SMS, and web chat. Automated workflows transform patient access center operations.
Parlance integrates directly with your EHR and scheduling systems, enabling HIPAA compliant IVRs, Intelligent Voice Assistants (IVAs), and AI Powered Voice Assistant workflows, so appointment availability, provider schedules, and routing all update in real time without asking callers to repeat information.
When we connect to the systems and the data that your organization relies on, and work inside your existing technology stack, it reduces agent workload and eliminates errors from manual data entry, making patient access faster and more consistent.
Speech driven IVAs streamline appointment management, improve routing accuracy, and help ensure every patient reaches the right destination faster. Directory updates happen automatically, preventing misrouted calls.
Improve agent experience
Contact centers that deploy Parlance describe the same shift: the nature of the calls reaching agents changes. The volume of routine inquiries drops. The interactions that remain are the ones that require human judgment, empathy, and clinical coordination knowledge. This is a relief to the people who support your patient population and it reduces agent burnout.
Parlance extends patient access beyond the phone with HIPAA-compliant SMS and conversational AI for web chat.
Patients confirm appointments, ask questions, and connect to the right department without waiting on hold or repeating information. Every interaction stays connected, consistent, and integrated with your healthcare contact center, meeting patients where they are.
How it works
Parlance answers, understands, and acts so your staff can focus on patient care.
Listen & understand
Every call picked up and understood: what the patient needs, in their own words — no phone trees, no hold music.
Example: a caller asks in their own words to schedule, refill a prescription, get directions, or discuss billing — Parlance recognizes the intent and resolves it. 87%+ of callers engage and resolve.
Act & resolve
Books appointments, sends refill requests, and connects callers to the right team.
85%+ of routine calls handled end-to-end.
Give time back
Staff focus on the patients in the room instead of a ringing phone.
Trusted in critical healthcare environments
Virtua Health
Virtua Health doubled annual call volume from 200,000 to 400,000 without adding contact center staff. Parlance helped the team keep pace while maintaining a consistent patient experience.
HCA Healthcare
HCA Healthcare uses Parlance across 75+ hospitals, helping teams manage high call volume with more than 70% of calls handled automatically.
UW Medicine
UW Medicine uses Parlance to help manage nearly 4 million calls each year, delivering the consistency and reliability expected from a leading academic medical center.
Built for healthcare contact centers
Healthcare contact center automation requires more than a general-purpose platform. Parlance combines conversational AI, EHR integration, healthcare-specific routing, and HIPAA-compliant communication built for the complexity of patient access.
The Parlance customer solutions team averages 10+ years of tenure — with direct experience from EHR companies and health system contact center operations. Every implementation draws on thousands of prior deployments across health systems of every size and configuration.
Backed by Constellation Software, Parlance provides the long-term stability health systems expect from a mission-critical partner.
Uncover the 5 patient access gaps preventing your organization from capturing more revenue!
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