PolyAI has launched a direct integration with Epic electronic health record software, which is available through the Connection Hub on Epic Showroom. The integration, according to PDS Health, eliminates the need for middleware in healthcare contact centers. PDS Health, which operates more than 1,100 dental and medical practices nationwide, is among the first organizations to deploy the integration at scale, using it to streamline appointment scheduling and patient communications.
The integration allows PolyAI's AI dialog agents to connect directly to each health system's Epic instance, handling appointment confirmations, rescheduling, pharmacy refills, and routine inquiries across more than 75 languages while routing complex requests to staff through Epic In-basket. PolyAI already manages more than 5 million healthcare interactions annually.
An example of PolyAI's capabilities.PolyAI
At PDS Health, the appointment rescheduling workflow launched in June 2026 and completed its first production reschedule within days. David Baker, PDS Health's chief information and digital officer, said the integration fits naturally into existing workflows and frees clinical and support teams to focus more on patient care.
PolyAI CEO Nikola Mrkšić said the direct connection reduces latency and adapts to each health system's specific Epic configuration. According to PolyAI, healthcare organizations using the platform have generated more than $120 million in revenue opportunities, raised patient satisfaction scores by 15 points, and cut average call wait times by 88%.
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