RevSpring 的 Let's Talk™ 通过对话式 AI 帮助患者建立可负担的支付计划

New capability gives patients flexibility to manage healthcare expenses through self-service

, /PRNewswire/ -- RevSpring, a leading provider of healthcare engagement and payment solutions, today announced that Let's Talk™, its conversational intelligent virtual agent (IVA), now enables patients to establish payment plans over the phone. Integrated with PersonaPay™, RevSpring's Best in KLAS® patient payment portal, Let's Talk gives patients another convenient, self-service way to manage healthcare expenses. Because Let's Talk uses the same decisioning engine that powers PersonaPay, payment plan options are aligned to what each patient can afford, ensuring consistency across voice, digital, and staff-assisted channels.

For decades, RevSpring has automated healthcare payment conversations by phone, consistently reducing call center volume for billing and payment questions by more than 30%. RevSpring's voice platform handles more than 1.2 million inbound payment calls a month for hundreds of provider organizations and thousands of care locations. Let's Talk builds on that foundation with conversational AI, expanding the range of interactions patients can complete through self-service, such as call containment, making a payment, answering questions, or responding to RevSpring's outbound voice reminders.

"Healthcare organizations are looking for ways to automate more patient interactions and improve financial outcomes without losing sight of the need for patient empathy," said Scott MacKenzie, chief executive officer at RevSpring. "Adding payment plans to Let's Talk expands what patients can accomplish through conversational self-service, helping more callers resolve their needs without transferring to a representative. We're building on years of proven payment automation to help providers improve efficiency and scale self-service across the patient financial experience."

Initial customer results demonstrate increased automation and self-service: transitioning from traditional voice automation to conversational AI. Results include:

• An increase in patient payment rates by 36% while lowering transfers to live agents by 27%.
• A reduction in the average call duration by 25%, demonstrating how a conversational experience enables patients to self-serve faster.
• An additional 7% of calls with non-payment requests resolved. This represents additional call containment over and above the traditional interactive voice response (IVR), demonstrating the power of a conversational AI to reduce staff burden by expanding voice automation. 

Automated payment interactions also cost approximately 80% less than comparable staff-assisted calls, helping healthcare organizations lower operating costs while allowing staff to focus on interactions that require greater support.

Let's Talk extends beyond billing and payment. Patients can also get answers to facility and location questions, hours and directions, and general call routing, resolving more patient inquiries in a single call.

To learn more about Let's Talk, please visit the website.

About RevSpring
RevSpring turns data into smart guidance, so every interaction drives the best possible outcome. From the first search to the final payment, experiences feel personalized, trustworthy, and actionable. We support care access, provider matching, engagement, and payment with an omnichannel strategy powered by science-backed applied analytics. Hospitals, health systems, and payers use RevSpring to guide in-network, high-value care while improving satisfaction, data accuracy, staff efficiency, clinical decisions, and financial performance. We integrate with EHRs, practice management, and other technologies to reduce friction. By meeting consumers at the moment they search, we guide them to the right care the first time. Learn more at revspring.com. Follow us on LinkedIn.

SOURCE RevSpring