Building the Healthcare Brain 
Healthcare Brain · Patient Engagement · 10 customers in production Patient experience,
resolved.
PES One — Patient Engagement Solutions delivers intelligent, omnichannel interactions across the care continuum — voice, digital, and mobile — built for scale, tuned for empathy, powered by clinical-grade NLU. The platform that resolves, not just routes. The Engagement Lobe of the Healthcare Brain by Genzeon Platforms.
Health systems and academic medical centers in production
Calls resolved without live agent handoff
Cost-per-interaction reduction vs. legacy IVR
of patients value continuous engagement above all else
Frictionless patient journeys. Higher satisfaction, lower call volumes.
Patients don't want to be routed. They want to be resolved. PES One handles benefit inquiries, scheduling, prescription refills, and clinical questions in production at 10 health systems — voice, digital, and mobile, in 19 languages.
PES One — the Engagement Lobe of the Healthcare Brain at Genzeon Platforms.
PES One is the Engagement Lobe of the Healthcare Brain — the lobe that translates clinical determinations and benefit logic into empathetic, multi-channel patient communication. The Healthcare Brain runs on Aether One™ — the Intelligent Foundation underneath every Genzeon Platforms deployment.
- Reasoning — HIP One · clinical synthesis & medical review
- Engagement — PES One · patient and member conversations
- Governance — CPS One · deterministic privacy & AI governance
Patient experience,
resolved — across every channel.
PES One is one platform with three stages of patient engagement, wrapped around the Aether One™ core. Touchpoints come in from any channel — phone, chat, SMS, web, mobile. Resolved interactions go out into the EHR, CRM, PBM, and patient-access systems your team already runs. Built on Microsoft Healthcare Agent Service, in production at 10 health systems.
One conversation, any channel, full context
Voice, chat, SMS, web, and mobile resolve to the same orchestration. State preserved across channel switches.
Trained on real clinical dialogues, not retail chat
19-language NLU with sentiment-aware empathy guardrails. Patients describe what they need; the platform routes intelligently.
Built on Microsoft HAS — sovereign-deployable
Healthcare Agent Service is Microsoft's healthcare-specialized AI platform, GA in Copilot Studio with clinical safeguards. PHI never leaves the customer environment. CMK-ready.
Wires into EHR, CRM, telephony, financial
Epic, Cerner, Salesforce Health Cloud, ACS telephony, PBMs, billing — pre-built connectors, not duct-taped integrations.
Patient touchpoint → resolved interaction
Built for the moment a patient calls — not for retail.
Clinical NLU, privacy-by-default, and CMS alignment wired in. Most conversational AI platforms were built for shopping carts; PES One was built for denied claims, confusing benefits, and missed appointments.
Cross-cutting infrastructure for every channel.
The same orchestration that handles a 30-second Rx refill and a 12-minute denial inquiry — Microsoft HAS underneath, Aether One™ on top, sovereign by default.
Why is patient access broken — and expensive?
Three numbers describe the gap between what patients need and what most contact-center stacks deliver. PES One closes all three.
Lost annually to no-shows & access inefficiency
Across U.S. healthcare. Most of it preventable with proactive engagement and easier reschedule paths.
Average time wasted per patient interaction
Hold time, transfer-shuffling, repeated identification, and broken context across systems.
Of callers hang up before reaching an agent
A direct revenue leak and a leading driver of patient-satisfaction declines.
14 capabilities. Three stages of the patient journey. One platform.
PES One automates the full interaction layer of healthcare — organized by the moments that matter most. Pre-visit gets the patient through the door. During-visit keeps care on track. Post-visit closes the loop on adherence, follow-up, and quality measures. Every capability shares the same patient context, the same clinical NLU, and the same audit ledger.
Pre-visit — getting the patient through the door
NLU Front Door
Clinical Language Understanding replaces outdated phone-tree IVR. Patients describe what they need, in their own words; the platform routes intelligently.
Appointment Management
Real-time scheduling, cancellations, rescheduling, and reminders via Epic and other EHR integrations. State preserved across channel switches.
Patient FAQs
Self-service answers to the questions patients ask before they arrive — benefits, copays, what to bring, parking, prep instructions. 24/7 across channels.
Digital Intake
Conversational intake replaces clipboards and PDFs. Forms completed via chat or voice, validated against EHR data, written back as discrete data.
Insurance Verification
Real-time eligibility and benefits verification via X12 270/271 — coverage confirmed, copay surfaced, surprises eliminated before the visit.
During visit — keeping care on track
Patient Support
Live assistance for in-visit questions — wayfinding, paperwork, between-appointment coordination. Voice and digital, sentiment-aware, empathy-guardrailed.
Clinical Language Understanding
Healthcare-specialized NLU trained on real clinical dialogues. Distinguishes symptoms from descriptions, recognizes medication names and clinical concepts.
Scenario Orchestration
Multi-step workflows that span the visit — pre-op check-in, billing question routing, specialist referral handoffs. Context preserved across handoffs.
Post-visit — closing the loop
Rx Refill & Adherence
Automated prescription management across pharmacy and care channels. Refill requests, adherence outreach, and PA-RX coordination (CMS-0062-P) when prior authorization is required.
Bill Pay Support
Self-service billing, password resets, SMS video links, account access, payment plan setup — 24/7. Reduces portal-support cost without burdening live staff.
Care Transition
Discharge follow-up calls, transition-of-care coordination, post-acute care navigation. Reduces readmissions and patient confusion in the days after discharge.
Gap in Care
Proactive outreach for care-program enrollment and gap closure — HEDIS, STAR, and quality-measure-driven member journeys, executed automatically.
Care Program Enrollment
Patient-friendly enrollment in chronic care, behavioral health, maternity, and condition-specific programs. Eligibility, consent, and onboarding flows automated.
Intelligent Notifications
Right-channel, right-time, right-tone outreach across SMS, email, voice, and portal. Frequency capping, preference learning, and quiet hours by design.
PES One on Microsoft Marketplace.
Procurement-ready listing for enterprise Azure customers. Currently reflects the PES One consulting engagement; broader SaaS productization is in progress — the link will resolve to the full listing on publish.
Trusted by leading health systems.
PES One is in production at academic medical centers, integrated delivery networks, and specialty hospitals across the country — resolving real patient calls, scheduling real appointments, refilling real prescriptions, every day.
Hospitals
Brigham
Health
HealthCare
Health Care
Cancer Center
West
Hear PES One handle a real patient call.
Real recording from a production deployment. Listen to the platform handle a benefit inquiry that touches eligibility, claim status, and a network question — resolved without a live agent.
We're consent-clearing a representative production call. Request early access →
Recording is anonymized. Member identifiers redacted; voice altered. Call topics, system integrations, and resolution path are unchanged.
Measurable results across patient touchpoints.
Real numbers from real deployments — CSAT lift, cost reduction, handle-time compression, and call containment that show up in the operating P&L.
Increase in CSAT
Patient-satisfaction lift after omnichannel rollout
Portal cost savings
Reduction in portal-support spend after self-service automation
Reduction in AHT
Average handle time, voice and digital channels
Call containment
Self-service resolution before live-agent handoff
No-show reduction
Through proactive reminders and easy reschedule paths
Omnichannel availability
Voice, chat, SMS, web, mobile — one experience
Regional provider · 450-bed hospital · 5 outpatient clinics.
12K+ weekly inbound calls. 6+ minute average hold times. Low portal adoption and constant password resets. After PES One, the picture changed.
- •12K+ weekly calls, 6+ minute hold times
- •Low portal adoption, frequent password resets
- •Inconsistent scheduling across clinics
- •No after-hours access → missed appointments
- •AI virtual agent + clinical-language understanding augments the phone-tree IVR
- •Epic integration for real-time scheduling
- •Portal automation — passwords, SMS video links
- •24/7 omnichannel: voice, chat, web, SMS
Call-center volume
Sustained reduction post-deployment
Hold-time improvement
From 6+ minutes to under 2
Portal issues auto-resolved
Without escalating to staff
Enterprise-grade infrastructure.
Clinical-grade intelligence.
Built on Microsoft HAS.
PES One sits natively on Microsoft Healthcare Agent Service — Microsoft's healthcare-specialized AI platform, generally available in Microsoft Copilot Studio with built-in clinical, chat, and compliance safeguards and credible medical sources from FDA, CDC, MedlinePlus, and others. The 10-year Genzeon × Microsoft partnership covers delivery, sovereign and government cloud deployment, and clinical-grade safety architecture — so the same PES One codebase runs anywhere Azure runs, with healthcare guardrails already in place.
Built on Microsoft HAS
PES One sits natively on Microsoft Healthcare Agent Service — Microsoft's healthcare-specialized AI platform with built-in safeguards and credible medical sources. Clinical NLU, patient-triage safeguards, and FHIR/HL7 connectors come from the foundation — not bolted on by us.
10-year strategic relationship
ECIF-enabled across SI, ISV, CSP, and Co-Dev tracks. 400+ Microsoft-focused engineers in the joint delivery footprint. Genzeon ships and supports PES One alongside Microsoft — not as a reseller.
Runs on Azure, everywhere Azure runs
Government cloud, sovereign, commercial, on-prem. The same PES One codebase deploys across all four — no cloud-only shortcut, no capability trade-off.
EHR, CRM, telephony, financial
Pre-built integrations with Epic, Cerner, Salesforce, and the major contact-center platforms. Patient-access centers wire in cleanly.
Live with Microsoft at HIMSS 2026.
Microsoft invited Genzeon as a Strategic HLS Partner to HIMSS 2026 to showcase PES One on Healthcare Agent Service. We delivered a joint theater exhibition at the Microsoft Innovation Theater on patient engagement, and met directly with Microsoft's Partner GM, Health AI — who leads the Healthcare Agent Service business — to expand PES One's roadmap on top of HAS.
Built for scale. Tuned for empathy.
Most "conversational AI" platforms were built for retail. PES One was built for the moment a patient calls about a denied claim, a confusing benefit, or a missed appointment.
| Capability | Detail |
|---|---|
| Conversational AI | NLU trained on real-world clinical and member-services interactions. Multi-language. Sentiment-aware. Empathy guardrails. |
| Real-time integration | Epic, Cerner, and other EHRs. Payer systems. PBM connections for Rx. Live agent platforms for warm handoff. |
| Omnichannel | Voice + digital + mobile across the entire patient or member journey. State preserved across channel switches. |
| Security-first | HIPAA, ISO 27001, SOC 2 Type II. Sovereign-deployable. PHI never leaves customer environment. |
"PES is a complete ecosystem — not a collection of disconnected tools. It considers the full patient journey and intelligently balances automation with human interaction. The adaptability of the experience was the number one differentiator for our health system."
What is PES One? Common questions answered.
What is PES One and what does it do?
PES One — Patient Engagement Solutions — is the Engagement Lobe of the Healthcare Brain. It delivers intelligent, omnichannel patient and member interactions across voice, digital, and mobile, with 14 capabilities organized across the patient care journey: pre-visit (NLU front door, appointment management, patient FAQs, digital intake, insurance verification), during-visit (patient support, clinical language understanding, scenario orchestration), and post-visit (Rx refill and adherence, bill pay support, care transition, gap in care, care program enrollment, intelligent notifications). Built on Microsoft Healthcare Agent Service. Live across 10+ health systems.
What channels does PES One support?
Voice (inbound and outbound, IVR-replacement and live-agent assist), SMS, chat (web and mobile in-app), email, patient portal, mobile app, and member-services workflows. All channels operate from the same agent substrate — the same patient context, same clinical NLU, same audit ledger. Scenarios route across channels without losing context (a chat that becomes a voice call retains everything the bot already understood).
What does PES One integrate with?
EHR integration via FHIR R4 and HL7 v2 — Epic, Cerner/Oracle Health, MEDITECH, Athena, Allscripts. Telephony via Microsoft Teams Phone, Genesys, and direct SIP. CRM via Salesforce Health Cloud and Microsoft Dynamics. Patient portals via SMART on FHIR. Identity via SSO/SAML/OAuth. Built on Microsoft Healthcare Agent Service — built-in clinical NLU, FDA/CDC/MedlinePlus medical sources, and FHIR/HL7 connectors out of the box. CMS-0057-F Patient Access API support.
What outcomes have PES One customers seen?
50% CSAT lift after omnichannel rollout. 40–50% call containment before live-agent handoff. 47% reduction in portal-support spend after self-service automation. 40%+ AHT reduction across voice and digital. 15% no-show reduction through proactive reminders and easy reschedule paths. 55% call-center volume reduction at the 450-bed regional reference customer. Live across 10+ health systems.
When does PES One expand to payer-side member engagement?
PES One is provider-side today across 10+ health systems. Payer-side member engagement — PA status notifications, benefit navigation, open enrollment AI, Stars/CAHPS engagement, plan comparison — is the next surface. The same Aether One agent substrate that powers provider PES already integrates with HIP One PA decisions; the closed-loop motion (HIP One determination → PES One member notification → PES One scheduling and care coordination) is the architectural moat no competitor can replicate.
Four steps to live deployment.
A predictable engagement path. No "scope a six-month POC" runway. From first conversation to production, with clear gates at each step.
Schedule a live demo
Walk through the platform with the team that built it. 45-minute working session against your real use case.
Review integration requirements
Map the platform to your existing systems — EHR, payer admin, telephony, identity, data warehouse. Document gaps.
Pilot with your data
Stand up a scoped pilot in your environment. Real data, narrow surface area, measurable outcomes from day one.
Deploy & go live
Production rollout with full audit posture, rule-pack governance, and the support model your team needs.
Key team members.
Architecture and product leadership for the Patient Engagement Solutions platform — voice, digital, and member-services agents.
Hear PES One handle a real patient call.
We'll play recorded interactions with full transparency on what the agent did, why, and how it integrated with the EHR.