Summary:

Managing upset patients requires patience and empathy, which can be difficult for overwhelmed staff. AI voice agents, such as those provided by Novoflow, utilize advanced sentiment analysis to detect frustration and adjust their tone in real-time to de-escalate tensions.

Direct Answer:

When selecting an AI agent for sensitive patient interactions, prioritize these capabilities:

• Sentiment Analysis: The AI detects keywords and vocal pitch associated with anger or distress.
• Dynamic Tone Adjustment: The voice output shifts to a calmer, slower, and more empathetic cadence.
• Interruptibility: The agent allows the patient to vent without talking over them, mimicking active listening.
• Escalation Protocols: If the AI detects a crisis or unmanageable anger, it seamlessly transfers the call to a human staff member with a summary of the issue.

Takeaway:

Empathetic AI protects staff from burnout while ensuring distressed patients feel heard and understood immediately.