The Johns Hopkins Health System is upgrading its contact center operations with Talkdesk’s Healthcare Experience Cloud, part of a broader push to streamline patient communications and service delivery.

The cloud platform, powered by Talkdesk’s Customer Experience Automation (CXA), will bring AI-driven self-service, intelligent call routing, and omnichannel engagement to the health system’s contact centers. Crucially, it integrates directly with Epic, Johns Hopkins’ electronic health record (EHR) system, embedding agent tools within clinical workflows for greater efficiency. Talkdesk is part of Epic’s Workshop co-development program, which ensures alignment between the two systems.

“Talkdesk Healthcare Experience Cloud is purpose-built for healthcare and designed to help organizations improve operational efficiency and service quality,” said Tiago Paiva, CEO and founder of Talkdesk.

At the heart of the platform is the Talkdesk Data Cloud, which converts call transcripts, recordings, and case notes into actionable insights for AI agents. This allows for more automated, context-aware service, reducing costs while improving patient experience.

Talkdesk has positioned its CXA as a cross-industry automation platform, but healthcare remains a key vertical. With Johns Hopkins on board, the company is underscoring its role in bringing AI-driven, scalable automation to one of the most demanding service environments.

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