Enhances Patient Engagement and Expands Self-Service Options While Reducing Demand for Contact Center Agent Support
NASHVILLE, Tenn., March 3, 2025 /PRNewswire/ -- RevSpring, the leading provider of healthcare engagement and payment solutions, today announced Let's Talk™—an always-available virtual agent that seamlessly handles inbound calls from patients—answering frequently asked questions and intelligently routing patients to the right department or self-service capabilities. By managing routine inquiries and directing calls efficiently, Let's Talk frees up staff to focus on more complex patient inquiries that require their assistance.
Healthcare contact centers can be overwhelmed with routine calls, leading to long hold-times and patient frustration, and live support is often limited to business hours. Let's Talk provides a conversational way for patients to get answers to their questions when it's convenient for them, without ever having to wait to talk to a real person.
"We are excited to introduce Let's Talk to help healthcare organizations make better, faster connections with patients who prefer to communicate with them by phone," said Kristen Jacobsen, RevSpring vice president of omnichannel engagement. "With more than 20 years of experience helping patients make payments, honor their appointments, and interact by phone, RevSpring understands patients and the nuances of automating phone interactions in healthcare. We believe Let's Talk will be the natural choice for healthcare organizations looking for the best possible patient experience and the highest call handling rates."
Let's Talk is RevSpring's answer to more natural automated phone interactions that providers need and patients want. It combines deep industry knowledge with conversational automation, ensuring high conversion rates and minimal transfers. Delivering a consistent experience across voice and other digital channels through a full suite of intelligent OmniChannel engagement solutions, RevSpring provides healthcare organizations with the broadest set of capabilities to enhance patient engagement and operational efficiency.
A recent survey conducted by YouGov on behalf of RevSpring revealed that patients prefer using their healthcare provider's AI tools, such as chatbots and automated phone systems, for common tasks if they believe AI could provide faster service than speaking with a staff member by phone. Among other findings, a third of patients favor AI over long phone wait times, providing an opportunity to increase calls handled after hours and without agent assistance.
"RevSpring uses scoring and behavioral intelligence to understand when to offer the right digital technology at the right time for the right patient," added Jacobsen. "The insight to drive those personalized experiences is what will continue to set RevSpring patient engagement solutions, like Let's Talk, apart."
Let's Talk empowers healthcare organizations with a seamless, AI-driven experience that answers more patient questions and resolves more calls within a single interaction. The solution helps healthcare organizations alleviate staffing challenges, operational inefficiencies, and higher costs, differentiating their brand with exceptional patient engagement services. It helps patients with access to support when it's convenient for them, expands self-service capabilities, and breaks down language barriers, given the power of conversational AI to support multiple languages through technology.
Let's Talk is available for healthcare organizations today who want to provide 24/7 access to frequently asked questions, route calls to the right departments or use RevSpring's automated voice services, such as automated payments, prescription refills, surveys and more. RevSpring will also craft automated solutions based on the Let's Talk conversational AI technology for provider-specific call-handling use cases.
RevSpring will showcase Let's Talk at HIMSS 2025, booth 4435.
About RevSpring
RevSpring leads the market in healthcare engagement and payment solutions that inspire patients to participate in and pay for their healthcare. We've built Engage IQ™, the industry's only connected patient engagement suite designed to coordinate patient interactions from pre-care to post-care to payment. RevSpring's intelligent, holistic platform puts patient understanding at the center of one connected personal experience, allowing providers to fully optimize patient satisfaction, data accuracy, staff efficiency and financial outcomes. The company's OmniChannel communications and payment solutions are backed by intelligence, analytics, contextual messaging and user experience best practices. RevSpring earned Best in KLAS® in Patient Financial Engagement in 2025, Best in KLAS® in Patient Communications in 2024 and was rated #1 for Most New Capabilities in Patient Engagement by KLAS in 2023. To learn more, visit revspringinc.com/healthcare. Follow RevSpring on LinkedIn and X (formerly Twitter).
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