EXEC SUMMARY:
CHALLENGE:
To optimize clinical operations for customers using live conversational intelligence, Verbal needed versatile integrations that would enable their platform to automatically learn from private healthcare meetings on Zoom, MS Teams, and other major meeting apps.
SOLUTION:
After Verbal realized the high cost of having a dedicated engineer build custom integrations for each meeting app, Verbal partnered with Recall.ai to simplify how their AI platform listened to and learned from each video meeting.
RESULTS:
Verbal worked with Recall.ai to achieve a swift and straightforward rollout on Zoom (with plans to expand to other meeting platforms), freeing up their engineering team to focus on building new features and functionalities that empower healthcare workers to focus on patient care over administrative tasks.
Verbal empowers engineering team by using Recall.ai for versatile video call integration
With physicians spending nearly half their work time on tedious administrative tasks, Verbal is enabling an AI-powered future that enables clinicians to prioritize lifesaving patient care. The key to Verbal’s solution is using AI to capture and analyze conversation data from patient meetings on video calls. Next, the Verbal AI app automatically generates clinical documentation like SOAP, SBAR, therapy progress notes, and other key information in electronic medical records. This lets clinicians focus on listening to patients rather than on inputting notes.
“Verbal is focused on improving clinical ops by leveraging AI driven solutions. Our goal is to provide quality data and insights to the organization itself, allowing the healthcare professionals to focus more on patient care and less on administrative work,” said Matheus Evers, Engineering Manager at Verbal.
The clinical documentation and training tools that Verbal’s AI app provides are helping healthcare providers save the time and energy of frontline care workers, all while enhancing the patient experience and offering care to more people. At the same time, this AI-powered care is also driving revenue and lowering operational costs for healthcare organizations.
Challenge: Integrate seamlessly and securely across meeting apps without extensive engineering costs
Verbal’s solution depends on seamless access to secure conversations between patients and healthcare providers on meeting apps like Zoom. This led Verbal to build custom integrations for every meeting app used by their healthcare customers—a project that quickly became more complex than expected.
“To integrate with different communication platforms, we used to build these integrations ourselves. We had a dedicated engineer whose sole responsibility was to build this integration. It took us two to three months to build the entire integration and get approved in the marketplace,” Evers said. “It was definitely a hard process, lots of trial and error, and at the end we still had to have this engineer focused on the integration in order to keep improving scalability and stability issues that were not identified before.”
This was not sustainable. If Verbal wanted to succeed in its mission to empower healthcare providers to better care for their patients through AI, the company needed a simpler way to integrate its platform across major meeting apps. Otherwise Verbal would be trapped in the same inefficient and tedious kind of work they were trying to automate for their customers.
Solution: Prioritize customer experience on Zoom with a smooth and well-supported integration
When Verbal found Recall.ai, they wanted to explore how Recall.ai’s API could simplify how the Verbal platform integrated across video meeting apps. Verbal decided to try using Recall.ai on their Zoom user base first, since Zoom was widely considered the most popular telehealth platform in the U.S. Verbal saw the difference immediately.
“When we switched to Recall.ai, things got way better, super quickly. Currently, we have Recall.ai rolled out to our entire user base that uses Zoom, and the process was super quick and super straightforward,” Evers said.
Swift and simple integration
The first thing that stood out to Verbal was how smoothly the transition from their homegrown solution to Recall.ai was. Switching to Recall.ai was a quick and painless process.
““The integration to switch from our implementation to Recall.ai took us one and a half to two weeks,” said Evers. “We simply had to plug it in and it worked like a charm.”
Responsive support to maximize value
As Verbal transitioned to relying on Recall.ai’s integration for all their Zoom customers, rapid and responsive support was crucial. Here Recall.ai stepped up to provide the implementation and usability assistance that Verbal’s team needed.
“My experience with Recall.ai has been really positive,” Evers said. “Every time we had any startup issues or questions, we were able to reach out directly. Everyone was super responsive.”
Results: Empower developers to build the future of AI-driven healthcare
Today, Recall.ai is helping Verbal deliver a practical AI-driven solution for healthcare providers to optimize virtual care while automating clinical busywork. With Recall.ai handling their platform integration with Zoom with plans to expand to other meeting platforms, Verbal can empower their developers to prioritize the new features and tools their customers want.
"The major improvement we now have is we’re able to allocate the entire team in building and providing our users with new features, new functionalities, and things that our users want to see in our platform and interact with on a daily basis,” Evers said.
Thanks to Verbal’s AI platform, clinicians across the U.S. are streamlining treatment workflows, improving patient experiences, and helping care providers thrive in value-based healthcare models. Recall.ai is proud to be part of this partnership and looks forward to helping Verbal’s engineers prioritize innovative features and do work that matters.
“If you want to have speed to market and have a product that will, out of the box, be really stable and really scalable, go with Recall.ai,” Evers said.
