After 30 years of orchestrating workflows and connecting systems across providers and IT vendors, PerfectServe continues to expand what it offers provider organizations, including a new AI layer called ConnectiveIQ that will underpin all of its AI-native products moving forward. The first ConnectiveIQ-infused product, Intelligent Answering, offers AI call handling and launched in August. CEO Guillaume Castel shares in our recent interview that ConnectiveIQ allows much higher benefits for the data they have been handling all this time.
Castel’s goal for PerfectServe is to “get the right information to the right person at the right time using the most appropriate channel, no matter where.” He says that, thanks to their deployment of an AI agent, PerfectServe is finding more ways to relieve busy clinicians and staff of tasks that don’t need their attention to be resolved. More and more, patients who call in to a provider can get answers through AI, with an operator or clinician picking up the phone only if a person is really needed.
Modern patient care extends outside the provider to multiple settings, even to the home, and customers want systems that can work together across all of these settings.
The 30 years’ worth of data they have accumulated allows for speedy advances in voice recognition and other AI-driven improvements to their system.
Integration with all parts of the IT infrastructure remains a priority for PerfectServe. In addition to a major investment in AI, Castel says that about one-third of their budget over his time as CEO has gone into integration, both with EHRs and with other systems, including those of competitors.
Castel identifies their customers’ priorities as retention of staff (given high rates of burnout across the industry), improving operational effectiveness, and return on investment. Customers are facing labor shortages with a negative impact on quality of care, and difficulties staying afloat financially. Rural providers have it worst. These are all areas where PerfectServe is making an impact with their customers.
In the niche that PerfectServe occupies—which Castel says is consolidating—trust is a key trait to grow and to retain customers. Any AI they use must be able to show its reasoning, in order to maintain the trust for which the company is known.
Check out our interview with Guillaume Castel from PerfectServe to learn more about the evolution of the company and the wide variety of ways their technology can be plugged in to help healthcare organizations with important clinical workflows.
Learn more about PerfectServe: https://www.perfectserve.com/
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