Overview
skyVoice is a human-like AI that manages inbound and outbound calls instantly. It delivers verticalized, PHI-aware voice automation with built-in IVR menus, intelligent call routing, lead capture, and CRM integration — reducing hold times and manual phone work while keeping humans in the loop for complex cases.What It Does
AI Voice Agent
Voice AI agent that answers and places calls for common workflows: intake and screening, insurance verification, appointment reminders, referrals, billing questions, and basic triage. Each agent supports configurable intake questionnaires tailored to your workflows, with customizable voice selection so different departments can have distinct AI personalities.
IVR & Smart Routing
Configurable touch-tone (DTMF) phone menus and AI-powered virtual receptionist agents that detect a caller’s reason for calling and route them to the right department — no hold time and no human operator needed. Supports multi-level routing alongside conversational AI routing for a natural caller experience.
Lead Capture & CRM Sync
Automatically creates leads from intake calls and syncs them to your CRM — including Salesforce, HubSpot, and Dazos. Includes customizable lead status pipelines, rep and territory assignment, and bulk CSV import. Every caller’s information is captured and routed to the right person on your team.
Outbound Campaigns
Launch AI-powered outbound calling campaigns with uploaded contact lists, flexible scheduling, and automatic retry logic. Pre-load caller context so the AI agent picks up where a previous conversation left off — no repeated questions, just personalized follow-up at scale.
Smart Escalation
Escalates to human staff via warm transfer with full context — the AI patches the caller through while staying connected as a silent listener, so nothing is lost in the handoff. After-hours calls are handled with customizable voicemail, and crisis situations are detected in real time and immediately routed to the 988 Suicide & Crisis Lifeline.
Unified Data Access
Connected to unified data in the Skypoint platform for real-time information access during calls, including insurance eligibility verification, patient records, and appointment data. The AI agent pulls and validates information on the fly to resolve calls faster.
Intelligent Processing
Handles intent detection, data lookups (e.g., coverage, appointment data), and workflows (e.g., capturing pre-visit details) without a human operator.
Why It’s Needed in the Market
Call centers and front offices in provider groups, health systems, and senior living communities struggle with:- High call volume overwhelming staff
- Staffing shortages affecting service levels
- Inconsistent caller experiences
- Missed after-hours calls and lost leads
- Lack of marketing attribution for phone calls
Key Metrics It Moves
Call Handle Time & Abandonment
Reduced wait times and dropped calls. AI agents answer instantly with no hold queues, handling routine calls end-to-end and freeing staff for complex cases.
First-Call Resolution
Higher rates via data-aware, AI-driven interactions. Real-time access to patient data, insurance eligibility, and appointment information means more issues resolved on the first call.
Front-Office FTE Load
Fewer manual calls per staff member. AI handles intake, screening, routing, and follow-up — letting your team focus on cases that need a human touch.
Patient/Resident Satisfaction
Smoother phone experiences improving CSAT/NPS scores. Callers get immediate answers, consistent service, and seamless handoffs when they need a real person.
Lead Conversion Rate
Automated lead capture and CRM sync ensure no caller falls through the cracks. Every intake call becomes a tracked lead with rep assignment and follow-up workflows.
Marketing ROI & Call Attribution
Dynamic number insertion links web campaigns to phone calls for closed-loop attribution. Track which channels drive calls and measure true campaign ROI across digital and voice.