Artera’s Approach to AI

AI Should Be Useful

AI features are popping up in every aspect of our digital lives. Google’s AI powered search results, Meta’s ask AI features, email platforms, everywhere. For every useful feature, there are ten that are more fun than functional.

At Artera, we’re continuing to enhance our best-in-class patient communication platform with industry leading AI infrastructure and models to ensure our customers can meet the needs of their patients at scale.

Artera’s approach to AI is grounded in two pillars

• Improve Staff Efficiency
• Surface Insights at Scale

Improving Staff Efficiency

Patients want communication with their health system to be seamless, textable, and on their schedule (24/7).

As patient access to a cell phone increases Health Systems are adapting by leveraging SMS technology and best practices to engage their patient population in a scalable manner, all while facing historic levels of staff burnout and tighter margins.

That’s where AI comes in. As Health Systems struggle to match the demand with their current workforce and tools, AI has emerged as a tool to empower administrative staff to be able to meet the increasing level of scheduling requests and frequently asked questions without hiring additional man power. From a technology side, the introduction of advanced model libraries, new hardware, and LLMs have made GenerativeAI & Natural Language Understanding (NLU) skills more accessible to industries like Health Care.

Across our platform we’re building workflows designed to decrease staff response time, improve staff to patient ratios, and expand patient access.

By leveraging classification models and GenerativeAI, we’re able to empower better inbox management by surfacing priority messages to the top and automating or recommending the response to messages as we can understand and differentiate between scheduling, billing, or clinical requests.

Surface Insights at Scale

There has never been more data available to customers, however making it accessible and useful is harder than ever. In 90 days the front office of a Health System can receive an average of over 320,000 inbound messages .

Reviewing each conversation for insights and learning opportunities is not possible by hand. In order to find teachable moments and analyze the true impact of staff and patient conversations, we are fine tuning foundation models, as well as building our own machine learning models so we can surface examples of interactions that are actionable and require further review by staff.

Digging through an analytics platform can be cumbersome and challenging for a business to train staff to use effectively. We’re designing experiences that surface efficiency ideas, patterns, and broken configurations/anomalies so that you can implement change quickly and measure the results.

With Great Power Comes Great Responsibility

AI in the workplace should be considered a tool, and like any tool it should be used responsibly. At Artera we take several steps such that the output of our work is both useful and protects the privacy rights of our staff, customers, and their patients.

Development of all AI features begin with a focus on transparency, equality, and data privacy. We work cross-functionality across compliance, data science, UX, & engineering to de-risk the potential for harm, and all of our applied models are vetted internally & by customers during a Beta period before going to production.

When creating custom machine learning models we’ve developed safeguards so that only the appropriate data is used. During the training, tuning, and validation processes we only leverage data from customers who have opt-ed in to our model program and all PHI has been scrubbed.

We’re excited to be building the future of patient and health system communication and we’re laser focused on doing it with an eye for impact and safety.

About Artera:

*Artera is a SaaS digital health leader redefining patient communications. Artera is trusted by 800+ healthcare systems and federal agencies to facilitate approximately 2.2 billion messages annually, reaching 100+ million patients. The Artera platform integrates across a healthcare organization’s tech stack, EHRs and third-party vendors to unify, simplify and orchestrate digital communications into the patient’s preferred channel (texting, email,  IVR, and webchat), in 109+ languages. The Artera impact: more efficient staff, more profitable organizations and a more harmonious patient experience.*

Founded in 2015, Artera is based in Santa Barbara, California and has been named a Deloitte Technology Fast 500 company (2021, 2022, 2023), and ranked on the Inc. 5000 list of fastest-growing private companies for four consecutive years. Artera is a two-time Best in KLAS winner in Patient Outreach.

For more information, visit www.artera.io.

Artera’s blog posts and press releases are for informational purposes only and are not legal advice. Artera assumes no responsibility for the accuracy, completeness, or timeliness of blogs and non-legally required press releases. Claims for damages arising from decisions based on this release are expressly disclaimed, to the extent permitted by law.