Reimagining Healthcare Operations with Voice Agents and Agentic AI: Key Takeaways from the June 2025 Webinar
Voice agents and Agentic AI are no longer futuristic technologies—they’re transforming healthcare operations today. In a recent webinar hosted by BigRio and Damo Consulting, industry leaders Ritu M. Uberoy, Rohit Mahajan, and moderator Helen Kotchoubey shed light on how these technologies are redefining patient engagement, clinical workflows, and enterprise operations across healthcare and pharma.
Brief Overview
The session kicked off with an introduction to Agentic AI and Voice AI agents, technologies that use large language models (LLMs) to create intelligent, context-aware AI agents capable of handling complex tasks with minimal human input. The speakers discussed real-world use cases, ranging from appointment scheduling and prescription refills to patient triage and clinical trial recruitment.
The highlight? A live demo of voice agents conducting natural, responsive conversations—including one that scheduled a patient appointment and another that refilled a prescription using patient records.
What participants said:
Great Webinar! I loved the attention to detail, clear explanations, and slides that were explained well. I just received my first AI cert, and this helped me understand more of what I learned.
I really liked how the webinar shared real-time examples of voice AGI in action-like assisting doctors with patient history in hospitals, or helping pharma reps quickly access drug data. (Excellent)
Great presentation, easy to understand, especially for those like me with limited knowledge on these technologies.
I am amazed where the technology is heading. There is so much progress that I would have not known.
I liked the real world use cases and summary of what voice ai agents can do “today” vs where we were 16 months ago.
I appreciated how Ritu started with the fundamentals-breaking down the components and foundations behind how Agentic works. The BIGRIO approach was especially insightful.
Top Q&A Takeaways
Here are the most insightful audience questions and responses from the webinar:
- What Makes Agentic Voice AI Different from Traditional IVRs or Siri?
Agentic AI voice agents go far beyond rule-based systems or assistants like Siri. Unlike IVRs, they:
- Understand natural language, intent, and emotion
- Remember context from earlier in the conversation
- Perform autonomous tasks, including API calls to EMRs or CRMs
This enables them to manage multi-step interactions—like scheduling an appointment or requesting a prescription refill—without human handholding.
- How Do These Voice Agents Handle Accents, Noise, or Unclear Speech
While modern speech recognition models have improved dramatically—thanks to training on diverse datasets—agents still face limitations. When speech is indecipherable or noisy, the system automatically escalates to a human agent. This “fallback” mechanism ensures continuity and patient safety.
- Is Patient Data Secure?
Yes. Security and compliance are built into the architecture:
- Platforms must be HIPAA and SOC 2 compliant
- Data remains within geographical boundaries (e.g., US-based data must stay within the US)
- Business Associate Agreements (BAAs) are standard for healthcare clients
Governance and cloud security best practices are non-negotiable.
- How Long Does It Take to Deploy a Voice Agent Pilot
Surprisingly fast. BigRio and Damo shared a framework where pilots can be:
- Designed and launched in 8–12 weeks
- Supported by pre-built tools, workflows, and templates
- Using a discovery-phase approach, they identify high-impact use cases and rapidly prototype working agents.
- Do Organizations Need to Build In-House or Use SaaS
It depends on digital maturity. Many healthcare providers prefer working with a managed service provider to handle data integration, system interoperability, and ongoing agent training. BigRio provides full-stack support—from defining the use case to deploying enterprise-grade solutions.
- What Are the Limitations of Agentic AI Today
Despite rapid advancement, current limitations include:
- Handling ambiguous or highly emotional situations
- Real-time memory constraints
- Challenges with edge cases that don’t follow standard scripts
But thanks to real-time learning loops and adaptive memory, these limitations are narrowing down fast.
Why Voice Agents Matter Now
The demand for 24/7 engagement, operational efficiency, and personalized care is accelerating adoption. Voice agents:
- Scale easily across languages and geographies
- Offer empathetic, always-available support
- Dramatically reduce call center volume
- Drive measurable ROI—66% conversion rates in real-world pilots
As Helen Kotchoubey aptly put it: “This is not just a UI shift. It’s a shift in capability.”
Ready to Explore Voice Agents?
If you’re evaluating use cases for AI in your organization, consider starting with a focused pilot—such as appointment scheduling, prescription refills, or clinical trial outreach.
Contact BigRio or Damo to learn more about how they can help you design and deploy voice agent solutions at scale.
Stay tuned for future webinars.
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