When AI picks up: pre-triage voice agent for call centers
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Following the launch of Conversational Triage, I’m excited to introduce our newest solution, a pre-triage voice agent for healthcare call centers. This development combines Gen AI with probabilistic reasoning (in a paradigm we call Neuro-Symbolic AI), helping reduce nurse triage call durations by up to four minutes by gathering preliminary patient symptom information.
At a glance:
Nurse Triage Co-Pilot
Healthcare call centers are undergoing significant transformation. Traditionally focused on scheduling and basic inquiries, today’s centers manage clinical triage, chronic conditions, and support overstretched medical teams handling probably hundreds of millions of calls annually.
For several years, we've been privileged to provide clinical decision support tools for nurses, such as those at Médis in Portugal or Healthdirect in Australia. Our Nurse Triage Co-Pilot helps nurses make informed decisions during patient calls by adapting dynamically to symptoms, risk factors, and patient history. Compared to traditional rule-based protocols, our system collects four times more symptoms per interview and covers twice as many conditions.
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Sample of pre-triage call summary screen as seen by nurses as they speak to the patient over the phone using Nurse Triage Co-Pilot.
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Sample of prompts within Nurse Triage Co-Pilot for nurses to ask further questions about the patient's symptoms with easy-to-select options.
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Sample of the results screen. The screen shows the Nurse Co-Pilot's recommended triage level, the nurse's recommendation and the patient's decision. It also summarizes all of the information provided in the call.
We’re proud of the outcomes that we help achieve, as demonstrated by Healthdirect Australia’s recent study published in NEJM AI.
Introducing the pre-triage voice agent
Our Neuro-Symbolic AI platform enabled us to develop interactive, conversational apps that resemble human-like interactions. Building upon this technology, we've developed a voice agent that performs structured pre-triage assessments before a nurse answers the phone.
Similar to Conversational Triage, our pre-triage voice agent combines neural models—such as large language models, Speech-to-Text, and Text-to-Speech—with a probabilistic knowledge graph. The knowledge graph guides the clinical reasoning, ensuring transparent, reliable, and clinically validated results. This structured medical knowledge, curated by our doctors, forms the same foundation that you can find in our medically certified products such as Medical Guidance Platform.
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Voice Agent comprises several platforms to offer natural conversational capabilities backed by medical knowledge and guided by clinical reasoning. Illustration by Zuza Szostak.
Our voice agent is currently available in English, Spanish, Portuguese, and Polish. Additional languages can be added on request.
What are the benefits of the pre-triage voice agent?
Here are five ways our pre-triage voice agent will benefit call centers.
1. Saving triage time without cutting corners
Every minute counts during patient calls. Traditional triage protocols typically take 11–15 minutes per patient. Our voice agent can shorten calls by 3–4 minutes by gathering initial symptoms and basic patient information upfront, giving nurses more time for complex interactions.
2. Smarter triage, more time for critical cases
Call centers must quickly determine who needs immediate care. AI voice agents collect structured information and prioritize calls based on clinical urgency, enabling nurses to promptly address critical cases.
3. Improved documentation and smoother handoffs
Manual documentation during calls can be inconsistent. By systematically collecting structured data, our voice agent ensures accurate and complete information, simplifying documentation and integration into electronic health records (EHRs).
4. Supporting—not replacing—the human touch
AI in healthcare often raises concerns about replacing human interactions. Our voice agent is designed to assist clinical staff by providing relevant patient context upfront, enabling nurses to approach each conversation informed and confident.
5. 24/7 access without constant staffing
Healthcare needs don’t adhere to office hours. Staffing call centers continuously is expensive and challenging. Our voice agent provides immediate symptom assessments anytime, guiding patients towards appropriate next steps—whether connecting to live nurses, self-care guidance, or emergency care—reducing unnecessary ER visits and improving patient satisfaction.
A better first five minutes
The initial minutes of patient interactions shape their healthcare experience. With our pre-triage voice agent, call centers can make these crucial first moments efficient, accurate, and empathetic without sacrificing clinical rigor.
In tomorrow’s call centers, AI won't be the voice replacing the nurse; it will be the voice helping the nurse focus on what matters most.
Reach out and schedule a call with our team to see what our voice agent can do for your organization.
BL/EN/2025/06/12/1
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