In healthcare, every missed appointment isn’t just a lost slot—it’s lost revenue. Marchex (NASDAQ: MCHX) thinks it has the fix. The conversational intelligence company has launched a new AI-powered healthcare solution aimed at health systems, ambulatory care groups, and healthcare marketers that want to track patient leads more precisely, prioritize high-value appointments, and catch engagement issues before they become revenue problems.

Beyond Call Transcripts

Most healthcare contact centers can tell you how many calls they answered. Marchex wants to tell you why a patient did—or didn’t—book. Its Healthcare AI Solution ingests unstructured call data, applies healthcare-specific AI models, and spits out structured insights like:

• Conversion & fallout rates across the patient journey

• Reasons patients hesitate—insurance issues, pricing, appointment availability

• Which marketing channels bring in the most valuable patients

• Campaign tweaks to reduce cost per lead and improve bidding

The goal: replace generic AI summaries with context-rich intelligence that’s actually useful to operations, marketing, and patient experience teams.

Tuned for Marketing ROI

Healthcare marketing spend isn’t small, and attribution is notoriously messy. Marchex’s platform integrates advanced marketing attribution models so organizations can see which campaigns drive not just calls—but appointments with the highest potential revenue impact. That data can then feed back into ad spend optimization, lead scoring, and patient targeting.

Edwin Miller, Marchex CEO, puts it bluntly: “We empower leaders to respond proactively at scale… to improve patient satisfaction and accelerate growth.”

The Competitive Context

The move taps into a fast-growing niche: AI-powered conversation analytics for healthcare, where rivals like Invoca and CallRail have been making moves, but often with broader, less industry-specific tooling. By going deep into healthcare’s quirks—insurance checks, HIPAA constraints, complex scheduling—Marchex is betting that verticalized AI beats general-purpose solutions.

Given the industry’s pressure to do more with less staff, tools that connect marketing dollars directly to booked (and kept) appointments could quickly shift from nice-to-have to non-negotiable.

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