PolyAI Adds Direct Epic Integration for Healthcare Contact Centers

PolyAI announced in a press release a direct integration with Epic, available through Connection Hub on Epic Showroom. PDS Health is among the first organizations to use the integration at scale, across more than 1,100 dental and medical offices.

The integration connects PolyAI dialog agents directly to each health system's Epic instance without middleware. The agents can handle appointment scheduling, rescheduling, prescription refill requests, routine questions, and support in more than 75 languages.

At PDS Health, patients can confirm or reschedule appointments, verify information, get answers to common questions, and move to staff support when needed through Epic message routing. The appointment rescheduling workflow launched in June 2026 and completed its first production reschedule within days.

PolyAI said its healthcare agents already manage more than 5 million healthcare interactions each year. The company also said healthcare organizations using its tools have generated more than $120 million in revenue opportunities, increased patient satisfaction scores by 15 points, and reduced average call wait times by 88%.