MUSC Health 将集成 Epic 的 AI 智能体“Emily”扩展至零售和 specialty 药房工作流程
MUSC Health Expands Epic-Integrated AI Agent “Emily” to Retail and Specialty Pharmacy Workflows
您应该了解的内容MUSC Health扩展了“Emily”——一款基于SoundHound AI平台构建的对话式 AI 智能体——将其应用于零售和 specialty 药房运营。自 2024 年首次部署以来，该系统已成功处理超过 220 万次患者通话。
该扩展平台代表了首批直接集成到 Epic EHR 环境中、用于实时事务性工作流程的智能体语音实施之一。
患者可以通过自然语言处理处方续药、获取实时状态更新、查询 13 个医疗机构地点的营业时间，并转接至临床团队。
该系统在实时通话中使用动态澄清提示来解决历史自动化摩擦，例如帮助患者识别其具体的配药药房。
该语音智能体部署在南卡罗来纳州价值 89 亿美元的学术医疗系统中，可缓解呼叫中心人员短缺问题，并在大规模范围内减少非临床行政工作负担。
MUSC Health 如何将 SoundHound 的语音 AI 扩展到药房运营医院运营、医疗系统接入和临床信息学领域正面临日益严重的呼叫中心瓶颈。不断增长的通话量、长期的人员短缺以及复杂的电话树导航常常让患者为了完成日常行政任务而长时间等待。
传统的交互式语音应答（IVR）系统依赖僵化的按键式菜单或关键词脚本，在处理细微请求时经常失败。这个问题在零售和 specialty 药房运营中尤为突出，因为患者在多站点医疗系统网络中难以识别其具体的配药设施，导致大量呼叫放弃和临床人员的行政摩擦。
为了消除呼入电话队列并建立自助式数字前门，MUSC Health 扩展了“Emily”的部署——一款基于SoundHound AI智能体平台构建的 AI 语音智能体。
自 2024 年以来，该系统已处理超过 220 万次有关预约管理和患者接入的通话。
MUSC Health
现在将该系统原生扩展至其零售和 specialty 药房业务线，并直接集成到其 Epic EHR 中。通过 Emily 7x24 小时在语音和聊天渠道处理常规流量，MUSC迅速稳定了其内部服务水平协议（SLA）。
智能体 AI 编排与 Epic EHR 互操作性
Emily 的扩展将对话式语音技术从基本呼叫路由推进到自主工作流执行：
集成 Epic 的事务处理：
直接连接到 Epic 的药房和调度模块，使 AI 智能体能够实时验证患者身份、查询处方状态并记录续药请求。
上下文消歧引擎：
使用自适应对话提示，在 MUSC Health 的 13 个零售地点中确定患者的首选配药药房，无需精确的站点名称或门店编号。
自动化处方管理：
支持自然语言的续药请求执行、实时状态更新以及位置/营业时间查询。
智能升级分诊：
自动将复杂、高严重度或敏感的临床咨询直接转接至合适的药房人员，并附上经过验证的患者上下文。
MUSC Health 首席数字化转型官 Crystal Broj 表示：“从患者接入到药房运营，我们正在深思熟虑地部署 AI，以增强医疗保健中的人类体验。我们与 SoundHound AI 的合作使我们能够以一种提供可衡量效率的方式扩展智能体 AI，同时保持患者期望的高水平服务。”随着 SoundHound AI 和MUSC Health继续将 Emily 扩展到更多非临床和 specialty 工作流程，他们为智能体语音技术如何在全国范围内现代化患者接入和医疗系统运营提供了清晰的运营蓝图。
What You Should Know MUSC Health expanded “Emily,” its conversational AI agent built on SoundHound AI’s platform, into retail and specialty pharmacy operations following 2.2+ million successful patient calls since its 2024 initial deployment.
The expanded platform represents one of the first agentic voice implementations integrated directly into an Epic EHR environment for real-time transactional workflows.
Patients can process prescription refills, receive real-time status updates, check operating hours across 13 health system locations, and route to clinical teams using natural language.
The system uses dynamic, clarifying prompts during live calls to resolve historical automation friction, such as helping patients identify their specific dispensing pharmacy.
Deployed across South Carolina’s $8.9B academic health system, the voice agent mitigates call center staffing shortages and reduces non-clinical administrative workload at scale.
How MUSC Health Scales SoundHound’s Voice AI to Pharmacy Operations
The hospital operations, health system access, and clinical informatics sectors face an escalating call-center bottleneck. Rising call volumes, chronic staffing shortages, and complex phone-tree navigation frequently leave patients waiting on hold to complete routine administrative tasks.
Traditional Interactive Voice Response (IVR) systems rely on rigid touch-tone menus or keyword scripts that frequently fail when handling nuanced requests. This issue is particularly pronounced in retail and specialty pharmacy operations, where patients struggle to identify their specific dispensing facility among multi-site health system networks, resulting in widespread call abandonments and administrative friction for clinical staff.
To eliminate inbound phone queues and establish a self-service digital front door, MUSC Health has expanded its deployment of “Emily,” an AI voice agent built on SoundHound AI’s agentic platform.
Having already processed over 2.2 million calls for appointment management and patient access since 2024, MUSC Health is extending the system natively into its retail and specialty pharmacy lines with direct integration into its Epic EHR. With Emily handling routine traffic 24/7 across both voice and chat, MUSC quickly stabilized its internal service level agreements (SLAs).
Agentic AI Orchestration and Epic EHR Interoperability
The expansion of Emily moves conversational voice technology from basic call routing to autonomous workflow execution:
Epic-Integrated Transactional Processing:
Connects directly into Epic’s pharmacy and scheduling modules, allowing the AI agent to verify patient identity, query prescription status, and log refill requests in real time.
Contextual Disambiguation Engine:
Uses adaptive conversational prompts to determine a patient’s primary dispensing pharmacy across MUSC Health’s 13 retail locations without requiring exact site names or store numbers.
Automated Prescription Management:
Enables natural-language execution of refill requests, real-time status updates, and location/operating hour queries.
Intelligent Escalation Triage:
Automatically routes complex, high-acuity, or sensitive clinical inquiries directly to appropriate pharmacy personnel alongside verified patient context.
“From patient access to pharmacy operations, we are thoughtfully deploying AI to enhance the human experience in health care,” stated Crystal Broj, Chief Digital Transformation Officer at MUSC Health. “Our collaboration with SoundHound AI has enabled us to scale agentic AI in a way that delivers measurable efficiencies while maintaining the high level of service our patients expect.” As SoundHound AI and MUSC Health continue to scale Emily across additional non-clinical and specialty workflows, they provide a clear operational blueprint for how agentic voice technology will modernize patient access and health system operations nationwide Reader Interactions