AI with a Human Touch: Transforming Patient Engagement Through SeatMate™

Product Highlight: SeatMate™

Today’s healthcare consumers expect fast, easy, and personalized interactions. However, healthcare customer service teams often face major challenges—from handling complex billing inquiries to communicating payment options effectively—all while managing high call volumes with limited patient data.

The Promise of AI in Healthcare Customer Service

Artificial intelligence (AI) is beginning to fill this gap—improving both the patient experience and customer service operations. By tailoring conversations to individual needs, AI boosts engagement, builds trust, and improves outcomes.

A recent McKinsey study published by the National Bureau of Economic Research estimates AI adoption can generate net savings of 5–10%.

Introducing SeatMate™: AI with Empathy

Earlier this spring, RevSpring launched SeatMate™, the first virtual agent in healthcare that uses data-based AI to blend human intelligence with empathy. It guides both CSRs and patients through intelligent, personalized interactions that drive real action. SeatMate leverages intelligent scripting to:

Shorten training and onboarding time for CRSs
Empower teams to hold more effective, empathetic conversations
Ensure every patient interaction is timely and personalized

Expertise + Data + Intelligence = Better, Faster Patient Experiences

With deep healthcare expertise and access to extensive patient data, RevSpring is uniquely positioned to develop AI that truly aligns with patient needs. This level of personalization enhances both self-service options and live CSR support—bringing empathy into every interaction. Key benefits of SeatMate include:

Reduced call times—helping patients get answers faster
Actionable insights in real-time—guiding CRRs with data-driven talking points
Increased patient loyalty—building trust through personalized, empathetic conversations

Seamless Integration with PersonaPay™

SeatMate is built into the PersonaPay™ platform—awarded Best in KLAS® for Patient Financial Engagement in 2025—and is compatible with a wide range of EMRs and practice management systems. It also incorporates RevSpring’s patient scoring and intelligence to:

Provide a holistic understanding of patient financial profiles
Offer personalized payment plan recommendations
Support patient-first workflows without added friction

The Bottom Line

SeatMate is a transformative application of AI in healthcare—ensuring that every patient conversation is relevant, empathetic, and outcome-driven. It empowers CSRs and virtual agents alike to deliver support that’s faster, smarter, and more human.