Parlance Adds Instant Voice Agent Settings and AI Call Summaries

Aug 3, 2026
Parlance has added direct configuration tools and AI generated transfer summaries for healthcare contact centers. The updates let managers change voice agent greetings, messages, and FAQ answers without a support ticket.

Parlance announced in a press release new contact center features that let healthcare teams update voice agent settings directly and give live agents AI generated call summaries during transfers.

The new configuration tile in the Parlance Portal lets contact center managers change greetings, weather delay messages, closure notices, FAQ answers, and broadcast messages. The changes take effect when they are saved. Keck Medicine of USC is among the first users of the broadcast messaging feature on an IT help desk line.

For calls transferred to a human agent, Parlance now sends context to the Webex Contact Center Agent Desktop. The transfer can include patient name, date of birth, medical record number, ANI, DNIS, verification status, caller intent, requested provider or clinic, appointment options, and what the caller wants next.

Parlance says its healthcare voice AI is deployed across more than 400 health systems and has answered more than 1.9 billion patient calls.

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