Working in the healthcare sector brings many challenges – customer service needn’t be one of them. Aiming to make fully automated customer service solutions that streamline and simplify telephone hotlines, Polish startup Talkie.ai has developed an AI-based platform and is ramping up development and expansion.
The last raise of about $2.5 million was from a Polish-Austrian consortium of VC funds. It includes 4growth VC, NIF ASI, Satus Starter, FundingBox, Gateway Ventures, and Movens VC. Shareholders include the LT Capital fund, which invested in the company earlier in its development.
Automating customer service solutions
Talkie.ai is developing in a niche but essential sector, offering fully automated customer service solutions for organizations where the leading contact channel is a telephone hotline – specifically in the healthcare sector.
The healthcare sector faces many challenges, and providing quality customer services is an additional burden they have to face. From the growing and seasonally varying volume of calls from patients to the need for 24/7 availability of medical registration and the necessity to offer multilingual telephone-based patient support, the challenges faced would all benefit from a touch of automation and digitalization. Founded in 2018, Talkie.ai wants to provide that.
Ada Andruszkiewicz, Head of Operations at Talkie.ai, said: “With our bots, you want to talk. It is important because our solutions typically handle about 80 percent of customer inquiries, reducing call center operating costs by up to half. It is also one of the reasons for the interest in the healthcare industry. In wealthy yet aging Western societies, there is a growing demand for efficient remote handling of patient inquiries. At the same time, there is strong pressure to reduce costs through automation.”
The Polish startup additionally offers automation services for optimizing other typical hospital and clinic processes, such as allowing callers to make and manage appointments as a self-service, order prescriptions, and provide information on pricing and availability of services or basic medical triage. It can also integrate with patient appointment management systems and with a number of the largest providers of call center systems on the market.
Krzysztof Bachta, the managing partner of the 4growth VC fund, commented: “The solutions offered by Talkie.ai respond to current economic trends: rising labor costs and automation of business processes. It translates into a growing demand for conversational bots using artificial intelligence. We were convinced to invest by the competence of the founding team and the finished product. The Talkie.ai solution surprises us with its simplicity of use, speed of implementation, as well as quality – much higher compared to solutions I have had the opportunity to observe in many companies.”
Talkie.ai has centered its solution around the healthcare space – offering a valuable and helpful answer to an overburdened workforce. It also meant that the team has been able to create voicebots with over 90% accuracy in understanding caller intent after just the first 10 data samples. Using voice cloning tech makes the voicebots sound more natural, enhancing the client experience.
The solution also stands out for having short implementation times – ranging from as little as one day for simple business processes to just under several weeks for more complex implementations. Configuration and operation of the voicebots are done from an administration panel that gives the user full autonomy and control over their process.
Further, choosing one of Talkie.ai’s standard, industry-specific solutions means that implementation doesn’t require a single line of code to be written. There is also the ability to fully customize the product to an organization’s specific needs – making the product unique.
Krzysztof Szubert, CEO of NCBR Investment Fund, commented: “New technologies, based on Artificial Intelligence, are an opportunity and a developmental necessity for the health care system. Civilizational health challenges require introducing new digital solutions, operations optimization, and practical applications of AI. The Polish startup Talkie.ai is responding to such demands, boldly entering the next growth stage and considering further expansion into the US market. NIF is investing in the company and its partners, recognizing its huge market potential.”
Conversational AI is a relatively new market, growing fast – estimated to be worth around $16 billion by 2024. The healthcare sector is buying into virtual assistants big time, finding it the most efficient way to optimize client interactions. Talkie.ai reports that by 2027, the market for virtual assistants in healthcare will be worth over $2.6 billion.
Talkie.ai is already operating in the US, UK, and Poland. This new capital injection will be sued to specialize further and tailor the tech and supercharge expansion in the US. Supporting healthcare industries with specialized off-the-shelf solutions is driving Talkie’s next phase of operations.
Pawel Lipinski, CEO, and Co-Founder of Talkie.ai, said: “We intend to use the financing we raised to develop our healthcare offering further and expand overseas, primarily in the US, from where we already derive more than a third of our revenue. Given the US healthcare market’s scale, we see the greatest growth potential. We also anticipate further expanding our team and introducing off-the-shelf offerings for other industries, tailored to their specific needs.”