Talkdesk, Inc. has deepened its integration with Epic via the Epic Workshop program, linking its Advanced Dialer directly to Epic’s workqueues and Cheers outreach campaigns for seamless, AI-powered patient communication.This integration brings Talkdesk’s AI-powered contact center capabilities to healthcare organizations, enabling automated, proactive patient outreach that helps close communication gaps and improve care coordination.
Traditionally, following up with patients has involved manual processes such as moving data between systems, repetitive dialing, and waiting for responses—tasks that consume valuable staff time and create delays in patient engagement. Often, call outcomes are not effectively tracked in electronic health records (EHR) or customer relationship management (CRM) systems, which hinders measurement of campaign effectiveness.
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The new integration automates this workflow: Epic now identifies patients who need scheduling and initiates contact using Epic or Talkdesk’s digital channels like MyChart messages, texts, or emails. If patients do not respond, Talkdesk automatically initiates outbound calls from Epic workqueues. Using AI, Talkdesk intelligently routes patients to either AI agents specialized for healthcare or to human staff equipped to assist. If escalation is necessary, conversation context seamlessly transfers to human agents. All call outcomes and interaction details are seamlessly logged back into Epic, maintaining a complete and synchronized communication record.
Additionally, Talkdesk is enhancing incoming call workflows by automatically opening the correct patient or member records and triggering relevant Cheers workflows, such as appointment scheduling or cost estimates, streamlining the agent experience.
This automation aligns with Talkdesk’s Customer Experience Automation (CXA) strategy, which uses coordinated AI agents to manage and optimize patient journeys. CXA supports use cases like pre- and post-discharge follow-ups and specialty appointment scheduling, facilitating unified inbound and outbound communication across channels and blending AI with human support. This reduces staff effort, cuts operational costs, and boosts patient satisfaction.
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Sam Seering, product manager for Cheers at Epic, highlighted that the integration enables healthcare providers to engage patients more efficiently, offering more connected and proactive experiences.Patty Hayward, Vice President and General Manager of Healthcare and Life Sciences at Talkdesk, hailed the enhanced integration as a “game-changer,” highlighting its ability to automate outreach, allow staff to prioritize patient care, and offer complete visibility into call outcomes to enhance patient results.
This expanded capability builds on ongoing collaboration between Talkdesk and Epic, supporting healthcare providers in delivering seamless, efficient, and patient-centric communications. Talkdesk will showcase this innovation at the Epic User Group Meeting (UGM) 2025 in Verona, Wisconsin.
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