Henry Pezzo

Patients calling a healthcare contact centre are often navigating a system that already feels overwhelming. The AI handling those calls needs to be accurate, compliant, and sensitive — and it needs to work with the clinical and administrative systems, as well across multiple different facilities with different requirements.

In this session, Omilia makes the case that most healthcare AI deployments fail not because the technology is wrong, but because the AI wasn't built for the complexity of healthcare.

Prior authorisations, insurance verification, appointment scheduling across multiple clinic systems - these are not FAQ interactions. They require deep integration, HIPAA-grade auditability, telephony level integrations and AI that adapts continuously as coverage terms and care protocols change, without manual retraining or vendor re-engagement.

True agentic AI doesn't wait to be retrained - it improves itself.

We'll cover

• How to deploy AI across a complex, multi-system healthcare environment

• Where LLMs add genuine value in healthcare service automation and where purpose-built voice AI is the right tool for live patient calls.

• What the Glass Box approach means for compliance teams who need a full audit trail on every automated patient interaction.

Deployment in two weeks. ROI in three months. Patient service that improves without adding to your team's workload.