Tanner Introduces New AI Voice Chat Assistant to Reduce Call Center Hold Times

Key Takeaways

• Clara handles appointments, prescriptions, and identity verification in English and Spanish
• Integration with Epic and Cisco enables end‑to‑end workflow automation
• AI assistant reduced on‑hold times and freed staff from repetitive routing
• Tanner will add web‑based chat and new specialty use cases

Pulse Analysis

The healthcare industry is rapidly embracing conversational AI to address chronic staffing shortages and rising patient expectations. Voice assistants like Clara represent a shift from simple call routing to fully transactional interactions, allowing hospitals to deliver instant, round‑the‑clock service. By partnering with Hyro, Tanner Health joins peers such as Intermountain and Hackensack Meridian in deploying HIPAA‑compliant AI that can scale across multiple sites while maintaining data security.

Clara’s bilingual capability and deep integration with Epic’s electronic health record and Cisco’s telephony platform give it a distinct operational edge. The assistant can autonomously confirm appointments, update prescription orders and send confirmation texts, eliminating the need for manual data entry. Real‑time dashboards provide visibility into call drivers and AI performance, enabling managers to fine‑tune workflows and measure cost savings. Early adoption reports indicate a noticeable drop in average hold time and a reduction in staff time spent on repetitive inquiries.

Looking ahead, Tanner’s roadmap includes expanding Clara to web chat and adding specialty‑specific functions, illustrating how AI can become an omnichannel patient access hub. As more health systems prioritize equity, the assistant’s Spanish language support and identity verification reinforce inclusive care. The broader implication is a new benchmark for patient experience: instant, accurate assistance that frees clinicians to concentrate on clinical decision‑making, ultimately driving higher satisfaction scores and revenue‑generating efficiency.