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.

40%+

Agent time
saved

85%+

Routine calls automated

87%+

Caller
engagement

30 days

Time to ROI

24/7

Always available, no hold times

Discover How Parlance Can Help
Capture new revenue

Book more appointments from every call

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.

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Health system contact centers are overwhelmed

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.

Parlance uses conversational AI to handle high-volume interactions, so your team can focus on patient support.

  • Scheduling and appointment updates
  • Directions, hours, and FAQs
  • Prescription and referral status
  • Call routing across departments
  • After-hours support

Handled by your team

  • Complex care coordination
  • Escalations and sensitive situations
  • Billing and financial conversations

Parlance is an omni-channel platform delivering HIPAA-compliant AI agents across voice, SMS, and web chat. Automated workflows transform patient access center operations.

Real time scheduling access. EHR-connected routing

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

Reduce repetitive work for your team

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.

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improve patient access
Support that goes beyond the phone

Text and chat work alongside voice to improve patient access

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.

Trusted in critical healthcare environments

Contact center expertise delivered at scale

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.

See the Benefits of Voice AI

Built for healthcare contact centers

30+ years supporting patient access operations

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.

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Information to Guide you

Frequently Asked Questions

Does Parlance integrate with all EMR systems?
Parlance integrates with all major electronic medical record (EMR) / electronic health record (EHR) systems. For patient room directory functionality, we utilize HL7 feeds, which are standard across healthcare IT infrastructure. We can work seamlessly with your existing EMR platform.
What is the Parlance fully managed service model, and what are the ongoing operational responsibilities for our internal teams?
The Parlance fully managed service model is built for health systems that want to modernize patient access without adding technical overhead to internal teams.

Parlance manages the technology and day-to-day performance of the platform. This includes system hosting, monitoring, maintenance, AI and speech recognition optimization, call flow updates, performance tuning, and ongoing reporting. Our team continuously reviews interaction data to identify opportunities to improve containment, streamline routing, and enhance the patient experience.

When workflows, scheduling rules, or access protocols change, your team provides the operational direction, and Parlance handles the configuration, testing, and deployment of conversation flow updates.

Your internal teams remain focused on access strategy and operations, not system administration. Health system responsibilities typically include defining scheduling guidelines, escalation rules, and exceptions, as well as communicating operational changes that affect how calls should be handled. No specialized voice or AI expertise is required. Parlance also provides clear service level agreements (SLAs), defined escalation procedures, and rapid response for issues affecting patient access. Regular performance reviews ensure the system continues to align with your clinical and operational goals.

Parlance runs and optimizes the technology, while your team guides the patient access strategy — creating a sustainable, low-burden model that supports both operational continuity and long-term performance.