Artera’s AI Agents: Frequently Asked Questions (FAQs)

Yes, Artera’s AI agents are secure.

At Artera, keeping AI safe and compliant isn’t just a box we check—it’s one of our core values. We go above and beyond industry standards because safety and security are at the heart of everything we do. Our AI Agent products meet the highest standards, like SOC 2 Type 2, HITRUST Certification, and HIPAA compliance. And don’t worry—we never use PHI or PII to train our models.

While many new AI companies are entering the market, we bring over a decade of experience in the industry, partnering with leading provider organizations and prioritizing safety and security from the very beginning. For more details, check out our Trust Center.

Yes, Artera’s AI Agents are designed to integrate with leading EHR systems like NextGen, Athena, Greenway, eClinicalWorks and more. This integration is a core component of our approach, ensuring patient data stays synchronized across platforms to support efficient workflows.*

And here’s the great part: the data updates are nearly real-time. While this does take time to set up, other faster but short-sighted approaches, such as using CSV files, can cause ongoing problems.

Think about it — once you download a CSV file, the next moment it is out of date and can create chaos. With more timely updates using APIs, changes a patient makes, like updating information, making a payment, or rescheduling an appointment, can be more easily and quickly recognized by the AI Agent. That means fewer errors, less administrative hassle and a much smoother experience for both your staff and your patients. It’s all about keeping things efficient and patient-friendly — this is why you want an AI Agent calling APIs.

Yes, Artera AI Agents make it easy to securely access and update patient chart information, supporting a wide range of communication and workflow needs for your team*.

Artera’s AI Agents are here to make your life easier by handling all kinds of administrative tasks tailored to your health system’s specific needs. From managing referrals and pediatric appointments to wellness visits, these agents adapt to whatever you need. They can help with scheduling, rescheduling, cancellations, confirmations, appointment lookups, prescription refills, billing requests—you name it. Plus, they’re always evolving to take on more workflows, making every interaction smoother and more efficient.

Yes! Artera AI Agents can handle over 100 languages for text and 32 (and counting) for calls, including English, Spanish, Chinese, Vietnamese, Arabic and more. They’ll even detect and respond in a patient’s preferred language.

Yes! Artera’s AI Agents are built to handle tough situations, like when someone gets upset or uses harsh language. They stay professional and can quickly hand things off to a live agent if needed to keep the provider-patient relationship intact. If a patient prefers talking to a real person, they can just say something like “I need a human” or “Representative,” and we’ll take it from there.

We’re all about making it work for you. You can tweak just about everything—customize how the AI Agent responds, pick specific voices, exclude certain numbers and adjust workflows to align seamlessly with your operational protocols.

Absolutely! The platform lets you share attachments, survey links and helpful resources with patients through secure, HIPAA-compliant messaging.

Yes, we have an analytics dashboard that helps you track Agent-Patient conversation details. For example, you can see things like the number of Agent conversations (inbound and outbound), Agent conversations that required escalation to human staff, and even conversation transcripts with timestamps.

Our 1,000+ customers trust us for a reason—we’ve built our reputation on providing exceptional education and support. From hands-on implementation help to a dedicated customer support executive post-implementation, we’re here to help you every step of the journey. Plus, with ongoing education, a wealth of resources and ready-to-use templates, we’ll ensure your team and patient community adapt to the new system without a hitch. We’ve got your back! Check out our Customer Resource Center and Knowledge Base to learn more.