Relay Reaches General Availability for Patient Call Automation

Healthcare SBC announced general availability of Relay, a conversational voice AI agent that answers inbound patient calls, schedules and reschedules appointments, verifies insurance coverage and updates the patient record.

The product addresses a well-documented gap in ambulatory care: a substantial share of inbound patient calls go unanswered during clinic hours, and nearly all go unanswered after hours. Each is a booking that did not happen, or a patient who called a competitor instead.

Relay identifies itself as an automated assistant at the start of every call and transfers to a human immediately on request. Calls that are clinical, urgent or outside its defined scope escalate automatically with a transcript and summary attached.

The agent is deliberately scoped to non-clinical work. It handles volume; people handle judgement. Practices define which appointment types it may book, which questions it may answer, its escalation triggers and its hours of operation.