Your Patients Are Talking. Is Your Healthcare System Listening?

For enterprise healthcare systems, voice interactions aren’t just service touchpoints. They are clinical signals, operational data points, and regulatory requirements.

Patient conversations reveal symptoms, urgency, dissatisfaction, and intent. Yet, in many organizations, these insights stay trapped in unstructured call data or manually captured notes, scrawled in indecipherable handwriting.

That’s changing fast.

Every Call Counts in Healthcare, But Most Insights Remain Hidden

NiCE ElevateAI brings real-time transcription and generative AI into the flow of healthcare operations. By unlocking conversation data as it happens, ElevateAI allows providers to improve documentation accuracy, reduce agent workload, and accelerate clinical coordination efforts, all while staying aligned with compliance frameworks.

Let’s explore how ElevateAI’s technology offerings are reshaping enterprise healthcare, especially when deployed alongside other elements of the NiCE portfolio – like NiCE CXone Mpower, our industry-leading platform for orchestrating healthcare contact center experiences.

Why Voice Data is the Untapped Goldmine of Healthcare Ops

Voice-based interactions are rich, high stakes, and heavily regulated. But traditional workflows can fail to capture their full value, leaving their hidden insights woefully underutilized.

Common challenges include:

• Accuracy challenged, manual After Call Work (ACW) efforts that drain capacity
• Inconsistent interaction summaries and/or Customer Relationship Management (CRM) software notes
• Missed risk indicators or unclear symptoms
• Limited QA coverage
• Delayed or inaccurate downstream documentation
• Risk of compliance gaps in Personal Health Information (PHI) handling

Without structured, searchable voice data, healthcare organizations lose the ability to look across the patient journey – and limit their ability to scale.

Turning Conversations Into Care Coordination with NiCE & NiCE ElevateAI

As a NiCE technology innovation, ElevateAI aligns with the NiCE vision of delivering a healthcare CX platform that is omnichannel, intelligence, and purpose-built for care delivery and enhanced healthcare patient experiences.

Through NiCE CXone Mpower, NiCE centralizes voice, digital, and AI interactions to improve patient access, enhance agent productivity, and deliver enhanced care outcomes. ElevateAI further extends these operational objectives by delivering:

• Real-time speech-to-text (STT) transcription
• Embedded AI and GenAI tools for summarization and sentiment detection
• Secure, interoperable APIs for easy integration with Electronic Health Record (EHR), CRM, and contact center systems

This enables healthcare systems to automate manual work, surface real-time risk signals, and structure conversational data – all without disrupting current workflows.

4 Ways Healthcare Leaders Are Using ElevateAI to Scale

Four of the most common, and highest impact, use cases for ElevateAI across healthcare include the following:

1. Automating After-Call Work (ACW)

Agents spend up to a minute and a half documenting conversations, post-call.

That time adds up.

ElevateAI uses GenAI-powered features like AutoSummary and Summary Details to generate structured summaries in real-time, including:

• Speaker-separated insights
• Recognized patenit intents, like presecription refills or appointment changes
• Custom formatting fro CRM or EHR ingestion
• HIPAA-aware handling of PHI

The result?

• Reduced handle time
• More consistent documentaton
• Lower cognitive load on agents

2. Flagging Risk and Escalation Triggers in Real-Time

What patients say, and how they say it, matters. A missed “I haven’t taken my medicine in days” or “my chest hurts” can result in delayed care or compliance gaps.

ElevateAI’s post-call and real-time transcription offerings enable:

• Keyword and symptom detection
• Sentiment and emotion tracking
• Urgency scoring
• Supervisor alerts for potential escalations

Because these features are deployed using Cloud APIs, supervisors and care teams can act in real-time, rather than waiting for QA reviews or quarterly audit results.

3. Enabling Secure, Compliant Documentation

Voice interactions frequently include:

• Personally Identifiable Information (PII)
• Protected Health Information (PHI)
• Payment and Insurance Data

While ElevateAI’s own certifications (HIPAA, SOC2, PCI) are in progress, ElevateAI operates within NiCE’s security-first framework, which includes:

• PHI redaction options
• Encrypted data in transit and at rest
• Configurable access controls
• Role-based permissions

For IT and compliance teams, this makes ElevateAI a strategic extension of existing NiCE deployments, rather than a separate risk surface.

4. Powering AI Training, Analytics, and Coaching

With 100% of calls transcribed and structured, ElevateAI turns every conversation into both a coaching opportunity and an analytics source.

Healthcare-focused contact centers use ElevateAI to:

• Identify training gaps (i.e., low empathy markers, high interruptions)
• Track agent performance trends
• Analyze resolution clarity and script adherence
• Feed structured conversational data into downstream AI models

For enterprise organizations building internal AI tools, ElevateAI offers:

• Diarized transcripts
• Topic and sentiment tagging
• Speaker role attribution
• JSON export for LLM training or NLP pipelines

Built to Fit: Interoperability That Keeps Your Stack Intact

Enterprise healthcare systems run on complex tech stacks: EHRs like Epic and Cerner, CRMs like Salesforce Health Cloud, and layered telephony or UCaaS platforms.

ElevateAI is designed to fit in – not force change.

With secure, standards-based APIs, you can:

• Embed real-time transcription into contact center workflows
• Push structured summaries to existing CRMs or case management tools
• Extract labeled call data for analytics or compliance reviews
• Enable AI without re-architecting your core stack

And for organizations already using NiCE offerings, like NiCE Interaction Analytics or NiCE Engage, ElevateAI slots in as a natural extension – delivering AI-powered intelligence directly into your unified CX platform.

The Strategic Opportunity for Healthcare Leaders

Technology leaders in healthcare are no longer asking if AI should play a role in operations. Today, the question is both simpler and more complex: where will AI drive the most value, the fastest?

Real-time transcription and GenAI are no longer future bets. They are available now and are delivering measurable impact through:

• Fewer hours spent on administration
• Better documentation – with increased accuracy
• Faster identification of clinical risk
• Stronger compliance alignment
• Richer data for future AI applications

And with ElevateAI’s foundation, rooted in NiCE’s trusted enterprise ecosystem, you don’t have to choose between innovation and governance. We deliver both.

Listen Faster. Respond Smarter. Care Better.

Patient conversations are too valuable to ignore – or to lose to incomplete, or inaccurate, notes.

With ElevateAI and the broader NiCE ecosystem, enterprise healthcare systems can:

• Automate manual work without losing their human touch
• Uncover hidden signals that improve care quality and safety
• Transfor conversation data into actionable, compliant insight

Your patients are already talking. Let ElevateAI help you hear – and act – more clearly.

Want to Hear More About NiCE ElevateAI in Healthcare?

• Learn more about NiCE’s healthcare industry offering
• Read more about NiCE ElevateAI
• Discover ElevateAI’s transcription offerings
• Schedule a Strategy Session
• Get started today

Start Free. Scale Infinitely.

ElevateAI doesn’t just promise AI that works – it delivers it. Start today with real-world AI that’s purpose-built, enterprise-ready, and designed to scale with your needs.

Start for free. Scale infinitely. That’s ElevateAI.

Photo Source // Unsplash: Vitaly Gariev