MUSC Emily patient access agent
MUSC Health uses Emily to handle patient access, billing self-service, appointment changes, and pharmacy refill workflows.
Author: SoundHound AI
What was done
MUSC Health deployed Emily, a healthcare-optimized SoundHound AI agent integrated with Epic, to absorb routine patient-access and prescription-related interactions across voice and chat. Emily handles appointment confirmations, cancellations, rescheduling, parking logistics, general questions, billing information through MyChart, and pharmacy refill requests that require clarifying questions and routing to the correct location. The agent can switch between multiple intents in one conversation, such as rescheduling an appointment and then paying a bill. SoundHound reports Emily handles 2.2 million annual interactions, supports 24/7 service, earns a 4.3 out of 5 NPS, improved abandonment rates by up to 40%, and launched MUSC's first agentic pharmacy refill use case in 2026.