THE DIGITAL FRONT DOOR

Improve Patient and Clinician Experiences with AI & Automation

Agentic AI and Automation are redefining how hospitals and clinics connect with patients, improve workflows, and deliver care. From intelligent contact-centre automation to proactive patient engagement, these technologies empower clinicians to focus on patient outcomes - while ensuring that every interaction is timely, personalised, and efficient. By combining empathy with intelligence, AI-driven systems help healthcare providers enhance satisfaction, reduce administrative burden, and create a seamless experience across the entire healthcare journey.

Proven Benefits for patients and healthcare providers

30%

Lower Adminstrative Burden

Deflect 30% of inbound calls - and give those minutes back to your team.

60%

Improved Attendance

Patient-preferred digital communication channels help to reduce appointment ‘No-Shows’

70%

Boost Productivity & Efficiency

Cut routine service costs by up to 70% for simple requests - and patients get answers instantly.

Less process. More care. Better outcomes.

ArchiTech’s Digital Front Door brings together Agentic AI, Automation, and Secure Integration to help create a seamless healthcare experience from the very first interaction.

For most patients, their first interaction with your organisation is already digital. ArchiTech's Digital Front Door makes that first impression — and every touchpoint that follows — faster, smarter, and more connected.

Appointment & Care Coordination

AI agents can automate appointment booking, rescheduling, reminders, and cancellation flows across voice, chat, and SMS - 24x7x365 - freeing staff from repetitive tasks and reducing no‑shows.

Integration with provider schedules and care pathways allows coordination of referrals, clinic visits, homecare, and follow‑ups from a unified workspace.

Secure Patient Engagement Channels

Support secure 24x7 engagement over phone/voice, chat, email, SMS, and mobile apps, maintaining a single patient interaction history.

Proactive outreach campaigns (e.g., preventive screenings, medication refills, care‑plan check‑ins) can be AI‑driven and tailored to patient risk, preferences, and past behavior.

Patient Access and Triage

Intelligent virtual agents can handle symptom triage, answer common questions, and route patients to the right care team or service line, reducing wait times and call abandonment.

Reduce bottlenecks by screening a patients needs up front, surface next‑best actions to agents, and personalise interactions using context from EMR, CRM, and previous contacts.

Agent Assistance
and Quality

Real‑time AI “copilot” functions can summarise calls, suggest responses, surface relevant knowledge articles, and auto‑populate documentation, shortening handle time and improving accuracy.

Conversational analytics and sentiment detection can flag complex or crisis calls, support real‑time supervisor coaching, and ensure adherence to compliance and scripting requirements.

Optimise Efficiency with Insights

AI‑powered analytics on calls and messages can highlight common pain points, access issues, or social determinants problems, feeding back into service design and population‑health programs.

Predictive models can forecast volume, optimise staffing, and identify at‑risk patients (e.g., likely to miss appointments or disengage from care), enabling earlier outreach from the contact centre

Powered by Industry Leading Technologies

Cisco Contact Centre

Built on Cisco’s Webex Contact Center and AI-driven collaboration platforms, the Digital Front Door brings together all contact touchpoints - voice, chat, web, and self-service - into a single, intelligent experience.

Responsible AI-powered contact centers in healthcare deliver substantial cost savings through automation and efficiency gains, and contribute to better clinical and operational outcomes by enabling data-driven, proactive care management.

samwin AI·ttendant

The Intelligent Evolution of the Attendant Console. Combining real-time intelligence, flexible deployment, and intuitive design to make call handling smarter, faster, and always available.

Responsible AI-powered contact centers in healthcare deliver substantial cost savings through automation and efficiency gains, and contribute to better clinical and operational outcomes by enabling data-driven, proactive care management. With human-like understanding, the solution delivers;

USE CASE - WOMEN’S HEALTH PROVIDER

Out of hours shouldn’t mean out of options

Challenge

For a leading health organisation providing sensitive advice and support across a range of gender specific health services, the need for help doesn’t end at 5pm. Yet after hours, callers can be met with silence—no guidance, no referrals, no next step.

This creates pressure on both sides. People wait overnight or through the weekend for answers, often in stressful or time‑sensitive situations. By Monday morning, teams face a backlog of calls, many asking the same high‑volume questions. Valuable staff time is consumed by repetition, reducing capacity for the complex cases that truly require human care.

Outcomes achieved with a Digital Front Door solution:

With an AI Agent embedded in the contact centre, support can extend beyond business hours—across phone and web chat—without adding strain to staff.

Callers can receive immediate, compassionate responses at any time, grounded in approved scripts and trusted knowledge. Relevant resources or referrals can be shared instantly via SMS or email, without collecting personal details. When signs of distress are detected, callers can be guided to the right support services straight away.

The impact is powerful: fewer Monday morning call backlogs, more sustainable workloads for staff, and timely access to information for those who need it most. With AI-handled interactions costing a fraction of traditional calls, organisations can scale support responsibly—delivering better outcomes for both people and teams.

USE CASE - MAJOR REGIONAL HOSPITAL

Optimising efficiency through digital patient engagement

Challenge:

A large regional hospital was using skilled clinical staff to make routine phone calls — pre-admission reminders, appointment confirmations, post-operative check-ins, necessary work but not work that requires a nurse.

At 31 hours of administrative call time every week, the cost wasn't just financial. It was clinical capacity that was not available for patient care.