At Twilio’s SIGNAL event, OhMD—a leader in patient communication solutions—unveiled Nia, an AI voice assistant designed to transform how medical practices handle patient communication. Powered by Twilio’s ConversationRelay, Nia automates routine inquiries and flags sensitive conversations for staff intervention, freeing healthcare teams from administrative overload and enabling more meaningful patient engagement.
1. Meet Nia: AI with a Human Touch
- Nia is engineered specifically for physician practices, managing common tasks such as appointment scheduling, prescription refills, and general inquiries.
- When a request is sensitive or complex, Nia flags it for human follow-up, ensuring a thoughtful and personal response.
- This “human-in-the-loop” design enables practices to maintain empathy while achieving greater operational efficiency.
2. Powered by Twilio’s ConversationRelay
- Twilio’s ConversationRelay empowers developers with real-time streaming, speech recognition, and interruption handling.
- These tools give Nia natural, fluid conversation capabilities—enabling smooth transitions between AI and human agents when necessary.
- This integration ensures scalability and high-quality experiences for both patients and providers.
3. Real Impact for Healthcare Teams
- Early adopters report that Nia can handle over 60% of routine patient calls, drastically reducing call volumes.
- This allows staff to redirect time toward direct patient care, improving overall service quality and staff satisfaction.
- Practices benefit from increased efficiency and a reduction in administrative burdens without compromising the patient experience.
4. Strategic Vision from Industry Leaders
- “Nia exemplifies our vision to combine advanced AI with human interaction and empathy,” said Ethan Bechtel, CEO of OhMD.
- Twilio’s Andy O’Dower, VP of Product Voice and Video, highlights the innovation as “a new standard for AI-driven healthcare communication.”
- The partnership merges OhMD’s healthcare experience with Twilio’s best-in-class communications technology.
5. A Look Ahead: 55 Million Interactions in 2025
- OhMD projects that Nia will manage over 55 million patient interactions in 2025.
- This scale positions OhMD as a front-runner in the conversational AI space within healthcare.
- The ongoing rollout is expected to dramatically shift how practices view voice automation and patient engagement.
OhMD’s introduction of Nia marks a turning point in healthcare communication. By automating routine interactions and ensuring sensitive conversations remain human-led, Nia enhances both patient experience and provider efficiency. With Twilio’s ConversationRelay powering its voice intelligence, Nia stands to redefine how medical practices interact with patients—at scale and with empathy. As the healthcare industry continues its digital evolution, tools like Nia offer a future where AI and compassion coexist to deliver better care.
