01 · Availability
Create an always-on digital front door
Give patients natural-language access to approved scheduling, refill, intake, and FAQ workflows without waiting for a live queue.
AVA · AI Voice Automation
Patient conversations resolved intelligently—around the clock.
Use an intelligent digital front door to resolve routine needs, reduce handle time, and transfer complex conversations with context intact.
Patient call
AVA connected
Patient
I need to move my appointment.
AVA
I can help. Would Thursday at 10:30 work?
Intent
Reschedule appointment
If complex
Context ready for agent
Resolved by AVA
New appointment confirmed
Natural conversation · governed resolution · human control
AI Voice Automation
Resolve routine patient needs without losing the human handoff.
Powered by Sherlock EKOL, AVA acts as an intelligent digital front door—engaging patients naturally, collecting and validating information, resolving appropriate interactions end to end, and transferring complex needs to live agents with context intact.
Operational value
Built to improve the work behind every patient interaction.
02 · Efficiency
Resolve routine interactions end to end
Automate repeatable work and pre-populate context for agents, reducing average handle time while preserving human support for complex needs.
03 · Continuity
Escalate without making patients start over
Pass the captured intent and relevant interaction context into the live-agent workflow when human support is needed.
How it works
From patient intent to the right resolution path.
1
Understand the need
AVA greets the patient, captures intent, and gathers the information required for the approved workflow.
2
Resolve or route
Appropriate routine interactions can be completed through connected knowledge and systems; complex needs are prepared for escalation.
3
Transfer with context
When a live agent is required, the interaction continues with the available context instead of forcing the patient to repeat the conversation.
Connected by design
One product. One connected PEC360 platform.
Powered by
Sherlock EKOL provides governed enterprise knowledge for consistent, context-aware conversations.
Hands off to
PEC Central supports live agents with the context and guidance needed to continue the interaction.
Measured by
Insights analyzes human and digital interactions to surface quality, outcomes, and improvement opportunities.
