The AI Call Center Surprise at the 2026 eClinicalWorks Enterprise Summit

Why It Matters

The AI‑driven Hilo Genie proves that conversational automation can improve patient interactions and operational efficiency while preserving jobs, giving eClinicalWorks a competitive edge in the evolving health‑IT market.

Key Takeaways

• eClinicalWorks surpassed $1 billion revenue milestone for 2025 year
• AI‑powered Hilo Genie handles nonlinear patient calls effortlessly
• Smart University uses AI to personalize training and filter release notes
• Company expands EHR into acute‑care hospitals and value‑based tools
• Clients report AI boosts capacity without reducing staff headcount

Summary

The 2026 eClinicalWorks Enterprise Summit in Fort Lauderdale highlighted the company’s steady growth and a breakthrough AI call‑center solution. CEO Jes Nani opened with a review of 27 years of expansion, noting that the firm crossed the $1 billion revenue threshold in 2025, a target set years earlier, and signaled new moves into acute‑care hospital EHRs and deeper value‑based care tools. Key announcements included Smart University, an AI‑driven learning portal that tailors courses and distills release notes for each user, and a reaffirmed push into acute‑care settings. The centerpiece, however, was the live demo of Hilo Genie, the AI‑powered contact‑center agent first unveiled in 2024. The demo showed the bot seamlessly handling a nonlinear conversation with an elderly patient—renewing a prescription, scheduling a specialist visit, and recognizing an already‑filled script—demonstrating a level of conversational flexibility rarely seen in similar products. Nani’s memorable quote, “Don’t look at AI as a way to cut costs or staff. Look at it as a way of increasing your capacity and capability,” was echoed by customers who reported faster billing cycles, higher online scheduling rates, and no staff reductions after AI adoption. Partners such as Santovia, Smart Meter, and Vaxare emphasized the ease of integration with eClinicalWorks’ data ecosystem, reinforcing the platform’s extensibility. The implications are clear: eClinicalWorks is positioning AI not just as a cost‑saving tool but as a growth engine that enhances patient experience, streamlines operations, and supports scaling without expanding headcount. This could set a new benchmark for health‑IT vendors seeking to balance automation with workforce stability.

Original Description

At the 2026 eClinicalWorks Enterprise Summit, the demonstration of the company’s healow Genie solution was impressive. Their AI-powered contact center agent handled a non-linear conversation with a patient. It was smooth, efficient, and guided the caller to the answers they needed without sounding like it was conducting an interrogation.

Other Summit highlights include:

1. Smart University for better training

2. More support for value-based care

3. Pushing forward on and EHR for acute care hospitals

4. Continued commitment to embedding AI into their platform

5. Reframing AI as a growth enabler not as a cost cutting tool

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⏰ Jump to the Moments That Matter

0:00 Setting the Stage at the Enterprise Summit

2:41 Company Announcements

4:26 The Surprising AI Call Center Solution

6:53 Framing AI for Growth Over Productivity

8:13 Customers Report Zero AI Job Losses

10:08 Solving the Phone Answering Crisis

13:56 Solutions from eClinicalWorks Partners

20:49 The Final Verdict on the Event

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