AI Support Services

The Vendor is required to provide comprehensive call center services (EHR) and should include Artificial Intelligence-powered (AI) features for enhanced patient engagement, and operation efficiency.
- 24/7/365 service capability.
- Provide a professional, high-quality, and scalable call center solution.
- Offer seamless integration with Epic to manage patient scheduling, records, and communication to include:
•    Patient identification for incoming calls.
•    CTI integration with Epic Cheers-CRM, Call Hub and agency telephony solution Cisco Finesse.
- Utilize AI (e.g., conversational AI/Chatbots, predictive analytics) to improve efficiency and patient experience in alignment with Epic Cheers, unified communications, and other patient experience tools to include MyChart and Hello World.
- Ensure service availability at all times (24 hours/day, 7 days/week, 365 days/year).
- Deliver comprehensive reporting and analytics and complement existing reporting workbench and dashboards within Epic.
- End User Customer Support (24/7).
- Call Center Operations
•    Handling of inbound calls and providing outbound calls related to:
o    Appointment scheduling.
o    Appointment reminders.
o    Cancellations.
o    Billing inquiries.
o    No-show rescheduling.
o    Satisfaction surveys.
o    Payment Collection.
•    Routing emergency and urgent issues appropriately.
•    Ensuring escalation procedures for clinical or time-sensitive matters.
•    Call recording, and quality assurance management.
•    Unified Interaction History: All call center and Chatbot interactions must be logged.
•    Channel Flexibility: Shall integrate across phone, chat, email and SMS, with consistent escalation and documentation.
•    Proactive Engagement: Proposal must specify outbound campaigns (e.g., reminders, preventative care prompts) enabled by AI.
- Artificial Intelligence (AI) Capabilities
•    Intelligent call routing based on urgency or subject.
•    AI-powered virtual assistants or chatbots for routine inquiries.
•    Natural Language Processing (NLP) for call analysis and sentiment detection.
•    Sentiment analysis and speech-to-text transcription.
•    Predictive analytics for no-show reduction and appointment optimization.
•    Integration with CRM or patient engagement platform (optional).
•    Multiple Language Translation.
•    AI to human call transfer ability.
•    Channel Expansion: Shall provide support for multi-channel Chatbots (web, SMS, mobile app, MyChart integration) in addition to voice.
•    Self-Service Functions: Proposal must specify Chatbot capabilities for FAQs. 
•    Preappointment instructions, insurance eligibility checks, and basic billing Q&A.
•    Escalation Rules: Must be capable of smooth handoff from Chatbot to live agent with full conversation context transfer (to avoid patient repeating themselves).
•    Learning & Improvement: Proposal must demonstrate continuous learning mechanisms (model retraining, feedback loops).
- Call monitoring and recording for quality assurance.
- Patient satisfaction surveys or feedback tools.
- Customer sentiment and satisfaction tracking
- Call transcription search and audit logs
- AI Insights: Must provide AI-driven analytics dashboards (trending patient questions, call deflection rates, sentiment patterns).
- Operational KPIs: Must include Chatbot-specific KPIs (automation rate, containment rate, and average deflection savings).
- Predictive Outcomes: Proposal must show how predictive models reduce no-show, wait times, and staff load.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: October, 20, 2025