AI Listens, Documents, and Guides So Navigators Can Focus on Patients

The Client:

A healthcare organization running patient navigation programs, where navigators conduct structured intake interviews to assess patient needs and route them to the right services.

The Engagement:

SSI deployed a real-time voice-to-form AI system that listens to live patient–navigator conversations, auto-fills structured intake questionnaires, and guides navigators dynamically through scenario-based follow-up questions.

The Challenge:

Patient navigators were spending the majority of their interview time filling out intake forms manually, a process that was slow, error-prone, and pulled attention away from the patient.

Missed questions were common: navigators would forget to ask follow-ups, especially in emotionally complex conversations. There was no systematic way to detect or correct these gaps in real time.

Post-interview, documentation had to be reconstructed from memory and notes creating inconsistencies and compliance risk. There was no transcript, no structured summary, and no clear audit trail of who missed what.

The Solution:

The system listens to the live conversation and automatically fills structured intake questionnaires in real time with no manual data entry required from the navigator.

Dynamic, scenario-based follow-up question guidance surfaces missed questions as they happen. The questioning flow adapts based on patient responses, not a fixed script.

At the end of each session, the system generates a full conversation transcript and a structured clinical summary  ready for handoff to clinical and operational teams.

The Impact:

Form-fill time dropped by 60%. Navigators reported being more present in conversations knowing the documentation was handled. Documentation errors fell by half. The structured summary and transcript created a clear accountability layer teams could identify gaps and trace them to specific moments in the conversation.