Syllable announced a $28 million Series B funding round to modernize customer service in healthcare. The round was led by Oak HC/FT with participation from previous investor Section 32 and will be utilized to scale partnerships with health systems, deploy with payers, and grow the team.
“Syllable has been building an enterprise assistant that modernizes the healthcare contact center and improves the patient experience to be more convenient, reliable and empathetic. This funding marks a major milestone that will accelerate our progress towards realizing this vision”
Currently, most consumer-facing industries offer a digital-first customer service experience that relies primarily on self-service options. Healthcare is different, with eight out of nine people choosing to contact their healthcare provider on the phone. Yet, callers often face long call hold times, endless transfers and dead ends. Syllable has built an AI platform that answers every call received by a hospital and enables automated workflows and self-service options to help patients find and take the correct next step in their healthcare journey. The platform seamlessly introduces patients to an agent for situations that require a human touch for successful call resolution.
“Syllable has been building an enterprise assistant that modernizes the healthcare contact center and improves the patient experience to be more convenient, reliable and empathetic. This funding marks a major milestone that will accelerate our progress towards realizing this vision,” said Kobus Jooste, CEO of Syllable.
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Vig Chandramouli, Principal at Oak HC/FT, will join the Syllable Board of Directors. “Customer experience in healthcare lags behind almost every other industry, and Syllable is leveraging technology to solve that. We’re proud to back a company that shares our vision for customer-first healthcare, and we’re excited to partner with the team at Syllable to drive improved access to information and care for patients,” said Chandramouli.
In March 2020, Syllable launched a COVID-19 assistant, the first AI assistant available to help health systems deploy automated solutions to address the sudden surge in patient inquiries related to the pandemic. Since its launch, the COVID-19 assistant has expanded to support vaccine distribution, including outbound voice and SMS campaigns.
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