NextGen Healthcare, a leader in cloud-based healthcare technology solutions, is expanding its suite of patient engagement tools with the introduction of NextGen Navigator, an AI-driven customer service agent powered by Luma. Designed to reduce staff workload and improve patient communication, the intelligent agent answers inbound calls conversationally, minimizing call abandonment and decreasing the volume of voicemails and portal messages.
The AI-powered NextGen® Navigator enables patients to manage a variety of tasks, including medication refills, appointment scheduling, directions to the practice, and clarifications on office hours. By providing faster responses, the solution helps patients spend less time on hold while allowing staff to focus on higher-value, complex responsibilities. Healthcare organizations implementing this technology report saving an average of 2–3 hours per staff member daily on manual communications, while also achieving notable improvements in operational efficiency and revenue.
“The customer service agent is a powerful addition to our lineup of integrated AI solutions,” said Srinivas (Sri) Velamoor, president and chief operating officer, NextGen Healthcare. “We are committed to helping our clients unlock greater efficiency and front-line productivity while also empowering patients to take greater control of their care journey with our NextGen® Closed Loop™ experience.”
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“Healthcare organizations’ call center staff are often stretched thin and don’t have bandwidth to answer every straightforward call manually,” said Aditya Bansod, co-founder and chief technology officer, Luma Health. “We can’t wait for the NextGen customer community to see tangible results more patients getting what they need and more staff time available for complex needs from NextGen® Navigator.”
NextGen® Navigator is bilingual, supporting both English and Spanish, addressing the two most commonly spoken patient languages in the U.S. Key features include:
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Intelligence Delivers a seamless, conversational experience with advanced AI capabilities.
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Awareness Recognizes when escalation to a human agent is required and ensures follow-up if calls are disconnected.
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Transparency Provides practice staff with full visibility into every interaction handled by the AI agent.
By combining AI-powered automation with patient-centered design, NextGen® Navigator represents a significant step forward in streamlining healthcare communications and enhancing the patient experience.