New York City-based Hospital for Special Surgery is partnering with Ema to launch AI agents for patient scheduling and triage, according to a Jan. 28 news release.
The AI agents are available 24/6 and are designed to reduce wait times, improve appointment accuracy and connect patients with the best specialists for them faster. The tools are available online, through text and phone.
HSS’ deployment has safeguards for its AI. AI decisions are auditable, human staff can step in at any point, and the AI is trained on HSS-specific protocols.
“Getting patients to the right care quickly is fundamental to everything we do,” Ashis Barad, MD, chief digital and information officer at HSS, said in the release. “This technology allows us to meet patients where they are – by phone, text, or online, and provide immediate, intelligent support. It removes barriers to care and ensures every patient receives the expertise they need when they need it.”
