NextGen Healthcare Introduces NextGen® Navigator, an AI Customer Service Agent Designed to Reduce Burden on Staff

Patients and Practices Benefit from Enhanced Access, Shorter Hold Times and Faster Service with NextGen® Navigator

REMOTE-FIRST COMPANY/SAN FRANCISCO--(BUSINESS WIRE)--NextGen Healthcare, a leading provider of innovative, cloud-based healthcare technology solutions, is expanding its patient engagement offerings with the introduction of NextGen^® Navigator, a new AI-driven customer service agent powered by Luma. The agent alleviates the burden on practice staff, minimizes call abandonment, and reduces the number of voicemails and portal messages by answering inbound calls in an intelligent, highly conversational manner.

With the AI-powered agent’s guidance, patients can request medication refills, manage appointments, ask for directions to the practice, clarify practice hours, and much more. Patients benefit from shorter hold times, while staff gain freedom to focus on tasks that require a higher level of human involvement. Healthcare organizations leveraging this technology are seeing, on average, 2–3 hours saved per staff member on manual communications each day and are experiencing a significant increase in revenues through better access and operations.

“The customer service agent is a powerful addition to our lineup of integrated AI solutions,” said Srinivas (Sri) Velamoor, president and chief operating officer, NextGen Healthcare. “We are committed to helping our clients unlock greater efficiency and front-line productivity while also empowering patients to take greater control of their care journey with our NextGen^® Closed Loop™ experience.”

“Healthcare organizations’ call center staff are often stretched thin and don’t have bandwidth to answer every straightforward call manually,” said Aditya Bansod, co-founder and chief technology officer, Luma Health. “We can’t wait for the NextGen customer community to see tangible results—more patients getting what they need and more staff time available for complex needs—from NextGen^® Navigator.”

NextGen^® Navigator powered by Luma is bilingual in English and Spanish, covering the two most widely used patient languages in the U.S. Other features include:

• Intelligence—Patients receive a frictionless experience with an AI-powered agent that has real conversational skills.
• Awareness—Offering a deeper level of understanding than basic IVR call routing, the AI agent understands when transfer to a human is necessary and offers automatic follow-up when calls are dropped.
• Transparency—Practice staff retain visibility into the AI agent’s interactions at every point.

NextGen Healthcare clients can see demonstrations of NextGen^® Navigator powered by Luma November 2-5 at UGM 25, the company’s highly anticipated annual user group meeting. More information about NextGen Healthcare’s patient engagement solutions can also be found at nextgen.com.

About NextGen Healthcare, Inc.

NextGen Healthcare, Inc. is a leading provider of innovative healthcare technology and data solutions. We are reimagining ambulatory healthcare with award-winning EHR, practice management and surround solutions that enable providers to deliver whole-person health and value-based care. Our highly integrated, intelligent, and interoperable solutions increase clinical quality and productivity, enrich the patient experience and drive superior financial performance. We are on a relentless quest to achieve better healthcare outcomes for all. Learn more at nextgen.com, and follow us on Facebook, X, LinkedIn, YouTube, and Instagram.