Talkie.ai Improving Healthcare Customer Service with AI

The global market for conversational AI is expected to reach $16.2 billion in 2024, according to VynZ Research. By 2027, in the health care sector alone, the market for virtual assistants is expected to be worth $2.83 billion. In the U.S., 80% of patients contact their health care providers by phone, but 4% of those providers use automation capabilities.

Supporting health care industries with specialized off-the-shelf solutions is driving Polish startup Talkie.ai’s next phase of operations.

Talkie.ai, which offers AI solutions for customer service automation, raised $2.6 million from a Polish-Austrian consortium of VC funds. Talkie.ai will use the funds to further specialize in creating technology for the healthcare industry and to expand its customer base in the U.S., from where more than 20% of Talkie.ai’s customers come.

“We intend to use the financing we raised to further develop our healthcare offering and expand overseas, primarily in the U.S., from where we already derive more than a third of our revenue,
 said Pawel Lipinski, CEO and one of the founders of Talkie.ai. “Given the scale of the healthcare market in the U.S., we see the greatest growth potential there. We also anticipate further expansion of our team, as well as the introduction of off-the-shelf offerings for other industries, tailored to their specific needs.”

Talkie.ai offers fully automated customer service solutions for organizations where the leading channel of contact is a telephone hotline. Challenges such as the growing or seasonally varying volume of calls from patients, the need for 24/7 availability of medical registration or the necessity to offer multilingual telephone-based patient support have potential for being automated with voice AI solutions from Talkie.ai.

The company's automation services will allow callers to make and manage appointments as a self-service, order prescriptions and provide information on pricing and availability of services.

But what makes Talkie.ai different from other solutions of this type?

Talkie.ai’s implementation times can range from one day for the simple business processes to just under several weeks for more complex implementations. Configuration and operation of the voicebots is done from an administration panel that gives the user autonomy and control over their operation. If the client chooses one of Talkie.ai’s standard, industry-specific solutions, implementation does not require writing a single line of code.

And focusing on a specific industry enabled Talkie.ai to create more natural voicebots that achieve more than 90% accuracy in understanding caller intent after the first 10 data samples.

“With our bots, you just want to talk. This is important because our solutions typically handle about 80% of customer inquiries, reducing call center operating costs by up to half,” said Ada Andruszkiewicz, head of operations at Talkie.ai. “This is also one of the reasons for the interest in the healthcare industry. In wealthy yet aging Western societies, there is a growing demand for efficient remote handling of patient inquiries. At the same time there is strong pressure to reduce costs through automation.”

Edited by Erik Linask