Voice
Natural, branded voice with sub-300ms turn latency. Handles complex multi-intent calls without sounding like a bot.
Never miss another patient call.
SmartAgent's AI agents handle every patient-initiated interaction end to end — scheduling, billing inquiries, insurance eligibility, registration, after-hours triage — across inbound voice, SMS, MMS, and digital. 24/7. Integrated directly with your EHR. No hold times. No missed calls. No workflow changes to your team.
91% autonomy · 14-day deploy · 70+ EHR/PMS integrations · HIPAA-safe · SOC 2 Type II
Running in production across 75+ enterprise healthcare
organizations and 30+ specialties today, including
organizations and 30+ specialties today, including
Behind the scenes
One call, seven steps.
All handled by SmartAgent.
Click any step to see what SmartAgent does behind the scenes — from the first ring to the EHR write-back.
Picks up on the first ring. 24/7.
No queue, no menu tree, no hold music. SmartAgent answers as your practice's voice — warm, branded, and natural.
- Voice, SMS, MMS, and webchat handled by one agent.
- 50+ languages, with seamless on-call switching.
- Branded voice persona — male / female / accent tuned.
smartagent · voice
› Incoming · +1 (415) 555-0144 · 02:14am
› Greet · "Hi, you've reached Aqurio Family Medicine…"
› Language detect · Vietnamese (vi-VN)
Verifies who's calling. Securely.
SmartAgent confirms identity with DOB plus one additional factor — never asks for sensitive PHI on speakerphone unless the patient consents.
- Multi-factor identity check tuned to your specialty.
- Caller-ID match + intent-aware verification.
- Graceful fallback for unknown / first-time callers.
smartagent · identity
› Caller ID match · Linh N. · MRN 884201
› DOB confirmed · 03/22/1986
› Identity verified · Trust score 0.97
Detects intent in seconds.
Reschedule? Prescription refill? Billing question? SmartAgent listens and routes — no IVR keypress required.
- 40+ healthcare intents tuned per specialty.
- Multi-intent handling (e.g. reschedule + refill in one call).
- Sentiment + urgency signal for escalation logic.
smartagent · intent
› Intent · "reschedule_appointment"
› Secondary · "prescription_refill" detected
› Sentiment · neutral · urgency 0.3
Reads the EHR — in real time.
SmartAgent pulls the next available slot, provider preference, recent visits, and outstanding orders directly from your EHR — without your team lifting a finger.
- Epic, Cerner, Athena, eCW, NextGen, and 30+ more.
- Read-only initially; write-back gated by guardrails.
- Multi-location, multi-provider awareness.
smartagent · ehr
› Epic lookup · Patient 884201
› Next 3 slots · Tue 9:15 · Wed 11:00 · Thu 14:30
› Provider preference · Dr. Patel
Decides next-best action.
Policy-driven, guardrail-bounded. SmartAgent chooses the action that fits your practice's rules — not its own preference.
- Practice-specific guardrails authored, not learned.
- Escalation triggers (red flag clinical / out-of-scope).
- Audit log per decision, per call.
smartagent · decide
› Action · book_appointment · slot[Wed 11:00]
› Cancel old · Mon 09:00 · auto-release
› Refill request · forward to MA queue
Acts on the action.
Books the slot. Releases the old one. Sends the SMS confirmation. Forwards the refill request. All inside the same call.
- Calendar write-back to EHR.
- SMS/email confirmation sent natively.
- Task creation for human teammates where needed.
smartagent · act
› Booked · Wed 11:00 · confirmation #A88421
› SMS sent · "Confirmed for Wed 11am with Dr. Patel"
› Refill task · queued to MA
Writes the whole story back.
Transcript, summary, and structured fields land in the chart. Your team starts the morning with a clear queue, not a guessing game.
- Structured EHR write-back: appointment, intent, action.
- AI-generated SOAP-style call summary.
- Full transcript searchable in SmartAnalytics.
smartagent · write-back
› Encounter created · Telephone Encounter
› Summary · "Reschedule + refill"
› Transcript · indexed · SmartAnalytics
Communication Channels
One agent.
Every channel patients actually use.
SMS
Two-way conversational SMS for confirmations, reschedules, intake, recall. TCPA-aware sending and opt-out handling.
Webchat
On-site widget for shoppers, returning patients, and after-hours overflow. Falls back to voice or human when needed.
Inbound triage for appointment requests, intake forms, and policy questions — handled and replied in your practice's voice, with a full audit trail.
Three places SmartAgent shows up first. And gets to work.
Use case 01
Patient access that never sleeps.
SmartAgent answers every new-patient and returning-patient call — books, reschedules, verifies insurance, and triages urgency — across every location, 24/7.
- First-ring answer rate above 95%.
- Live insurance verification on the call.
- Multi-location, multi-provider booking.
Inbound · 9:42pm · new patient
↓
Verify benefits · Cigna · in-network
↓
Book Dr. Lee · Thu 10am · Athena
↓
SMS confirmation + intake link sent
Use case 02
The inbound billing calls your team can't get to. Handled.
SmartAgent's AI agents handle every inbound billing inquiry — balance questions, payment plan setup, eligibility-error resolution — and post the result directly back to your AR system. The calls your billing team can't return today, handled tonight.
- Patient-friendly balance explainers in 50+ languages.
- Payment plan setup with on-call quotes.
- Pre-service estimate generation for elective work.
Patient calls · "I got a bill, what's this for?"
↓
SmartAgent explains charges + payer share
↓
Sets up 6-month payment plan · $48/mo
↓
Posted to AR · receipt SMS · auto-pay enabled
Use case 03
Overflow and after-hours. Done right.
Deploy SmartAgent for nights, weekends, peak call periods, or your worst Monday mornings. It handles the volume and passes off to your team with full conversation context — not a cold ticket.
- Schedule-based or live overflow routing.
- After-hours triage with on-call MD escalation.
- Warm handoffs with full context (not a cold ticket).
Mon 10:32am · 14 calls queued (wait > 90s)
↓
SmartAgent picks up overflow · 12 resolved
↓
2 warm transfers to MA · full context
↓
Avg wait time · 90s → 4s
SmartAgent Capability · SmartCare™
Built for specialty care. SmartCare™
Most AI stops at scheduling. SmartCare goes further — into the clinical moments that happen after the patient leaves your practice.
SmartCare is a clinical assessment capability within SmartAgent, purpose-built for specialty healthcare practices. Its voice AI agents conduct structured post-operative check-ins — covering pain levels, wound status, mobility, and medications — and deliver SOAP-format summaries directly into your EMR workflow. When a red flag surfaces, SmartCare escalates in real time via EMR task creation and Teams notifications, before a human would have thought to check.
The leading use case is orthopedics — post-arthroplasty and post-surgical follow-up. The assessment framework extends across dental, cardiology, chronic care, and other specialties.
Every SmartCare deployment is part of SmartAgent and includes SmartAnalytics by default.
SOAP-format output
Real-time escalation
EMR write-back
30+ specialties
Sarah M. — Right knee arthroplasty
Completed
Pain
Wound
Intact, no drainage
Normal
Mobility
Walking with walker
On track
Meds
Oxycodone, Aspirin
Compliant
SOAP summary → Epic
“Pt reports 7/10 pain at surgical site. Wound intact, no signs of infection. Ambulating with walker. Medications taken as prescribed.”
Escalation triggered — 9:14 AM
Pain ≥7 threshold exceeded · EMR task created for Dr. Patel · Teams notification sent
By the numbers
Numbers from the SmartAgent fleet. Audited monthly.
Aggregated across 75+ enterprise healthcare customers running SmartAgent across 30+ specialties today.
91%AUTONOMY RATE
14 daysDEPLOYMENT TIME
70+EHR / PMS INTEGRATIONS
43%INBOUND CALL REDUCTION
"Our Access Agent answered every inbound call, captured patient details, and wrote appointments directly to our PMS — with zero human in the loop. Break-even in six months. Headcount reduction of 50%."
46%CALLS AUTOMATED
50%HEADCOUNT REDUCTION
+7.4%SCHEDULED APPOINTMENTS
"SmartAgent reached patients our team simply couldn't. 84% live contact rate on aging balances, $6.6M recovered in seven months, and 65 hours back every month for our access team."
$6.6MRECOVERED IN 7 MONTHS
84%CONTACT RATE
65 HRSRECOVERED PER MONTH
Frequently asked questions
Common questions about SmartAgent.
How many languages does SmartAgent support?
SmartAgent handles 50+ languages across voice, SMS, MMS, and webchat — including Spanish, Mandarin, Vietnamese, and Arabic.
Does SmartAgent write back to my EHR?
Yes. SmartAgent reads from and writes to Epic, Cerner, Athena, eCW, NextGen, and most major EHRs — appointments, notes, intake data, and tasks land in the chart your staff already uses.
How fast can we deploy SmartAgent?
Most customers go live in 60–90 days, including EHR integration, workflow tuning, voice persona setup, and staff onboarding.
Is SmartAgent HIPAA-safe?
Yes — HIPAA, HITECH, SOC 2 Type II, and HITRUST CSF, built into the architecture, not bolted on. Patient data stays in the customer's own EHR. LLMs operate behind a private network with no cross-customer PHI training, ever. Every interaction is logged, transcribed, and audit-ready.
Can SmartAgent escalate to a human?
Yes. SmartAgent escalates to a human teammate in real time when it hits a guardrail or the patient asks — and hands off the full conversation context, not a cold ticket.
Which inbound workflows does SmartAgent cover?
SmartAgent covers 16 inbound use cases across patient access and patient accounting — appointment management, scheduling (new and existing patients), billing and payments, registration and intake, insurance eligibility, order status, post-visit follow-up, referral intake, prescription management, patient navigation, and more.
More questions? Talk to a SmartAgent specialist
The patient lifecycle starts with the first call answered.
SmartAgent handles the inbound side. SmartEngage handles the outbound. SmartAnalytics proves all of it. Book a demo to see where SmartAgent fits your operation — or talk with a specialist to build the right entry point.