PALO ALTO, Calif. — August 19, 2025 — Talkdesk®, Inc. today announced the integration of Talkdesk Advanced Dialer with Epic through the Epic Workshop program. Directly connecting Epic workqueues and Cheers outreach campaigns to the Talkdesk artificial intelligence (AI)-powered contact center platform helps healthcare organizations close gaps in communication and care with proactive, automated patient outreach.

Following up with patients traditionally involves manual steps, such as moving data between systems, repetitive dialing, and wait periods. This inefficiency consumes critical staff time, and the lack of visibility of call outcomes in the electronic health records (EHR) or customer relationship management (CRM) systems delays patient engagement, making it difficult to measure the impact of outreach programs.

The new integration automates the process. Epic identifies patients requiring scheduling and initiates contact through Epic or Talkdesk digital channels such as MyChart® messages, text messages, or emails. When a patient doesn't respond to a message, Talkdesk can automatically initiate an outbound phone call directly from Epic workqueues. Talkdesk Advanced Dialer intelligently aligns patients to the AI agent or human staff member best able to help. Talkdesk AI Agents for Healthcare or human staff can then address patient needs immediately, and Talkdesk automatically passes conversation context to staff whenever escalations are required. The system automatically records call outcomes and context back into Epic, creating a complete and synchronized communication record.
In addition, incoming call workflows for agents are being enhanced to automatically launch not only the correct patient or member record, but also the appropriate workflow. Talkdesk will be able to trigger the correct Cheers workflow, such as scheduling an appointment or preparing an estimate.

Automating patient outreach is part of Talkdesk's continued focus on healthcare workflows powered by Talkdesk Customer Experience Automation (CXA). CXA orchestrates multiple AI agents that work together to resolve issues and automate entire patient journeys. Use cases like pre- and post-discharge follow-up, specialty appointment scheduling, and more can be automated through CXA. Unifying inbound and outbound interactions across channels and between AI and human agent teams frees staff time, reduces costs, and improves patient satisfaction.

Industry Partnerships Homepage