One front door to guide your whole population.

FAQ

• What does the AI actually do on a triage call?

  It answers, understands why the patient is calling, assesses their symptoms against your clinical protocols to determine urgency, and routes them to the right level of care: self-care, primary care, urgent, or emergency. Every recommendation is explainable and traceable, and anything that needs additional clinical judgment goes to a person. It supports the decision; it doesn't replace the clinician who owns it.

• What happens after the AI triages the patient?

  This is where the system becomes operational rather than advisory. Once a patient is routed, our AI Care Managers connect to your scheduling and hospital systems to arrange the next step directly, booking the primary care appointment, reserving the urgent slot, or passing the case to emergency services, so the patient leaves the call with an actual follow up action, not just a recommendation. The triage decision and the logistics that follow it happen in one continuous interaction, without a handoff to another queue or a second call the patient has to make themselves.

• We already run a triage line. Why would we need this?

  Because a staffed line can only answer as many calls as it has people, and demand doesn't hold steady. When volume spikes, callers wait, then give up, and end up in the emergency room anyway. Our AI Care Managers answer every call at the same standard, at 3am in a winter surge or midday on a Tuesday. This doesn't replace the idea of a triage line; it's what finally lets one scale to the whole population.

• What happens to our existing triage staff?

  They stop spending their day on the calls that don't need them. The routine questions, the "where do I go for this," the reassurance calls, are handled automatically, so your nurses and clinicians focus on the cases that genuinely need a person. The AI carries the volume while your care teams carry the judgment.

• Will patients actually accept being triaged by an AI?

  The evidence from our +14M care interactions says yes. Patients care most that someone answers immediately, understands them, and gets them to the right place, which is exactly where a staffed line struggles under load. Our AI Care Managers always disclose they're AI, speak naturally in the patient's own language and accent, and hand off to a person the moment one is needed. What patients experience is fast, clear help instead of hold times.

• What about older patients, or people who aren't comfortable with technology?

  This is why we advise for voice-first triage: There's no app to download, no form to fill in, no menu to navigate, the patient simply calls the number they already know and talks. For many older and less digitally-confident patients, a natural phone conversation is the most accessible channel there is, far more so than a website or an app.

• Can the AI handle multiple languages, not just accents?

  Yes. Our AI Care Managers hold a full triage conversation in the patient's own language, not a scripted translation, understanding what they say and responding naturally in the same language throughout the call. For a national line, this matters: a population is rarely monolingual, and the patients least likely to reach care are often the ones a single-language line can't serve.

• Can Intelligence capture more than clinical information?

  Within your protocols, yes. As part of a normal conversation, Intelligence can pick up the social and access factors (SDOH) that affect recovery, transport, food access, whether someone has support at home, and surface them to your team. It's the kind of context that usually only emerges when a person has time to ask, captured consistently across every patient.

• What are AI Care Managers?

  AI Care Managers are the AI agents that run the workflows built by Intelligence. They contact patients, process responses, deliver coaching content, navigate scheduling systems, and trigger the next action — 24/7, across every channel, in any language. They're not chatbots. They are objective-driven and like your best care teams, they're trained on healthcare operations and adapt to your existing infrastructure.

• What can AI Care Managers actually do?

  AI Care Managers can make and receive calls, send and interpret chat messages, SMS and email, read and act on documents, navigate legacy portals and platforms, check eligibility, confirm appointments, offer reschedule slots, and escalate to a human when needed. They can be trained to handle any administrative task or logic the workflow requires. Every action is logged, auditable, and configurable to your protocols.

• Do patients know they're talking to an AI?

  Our agents always disclose they are AI, following your organization's guidelines and applicable regulatory requirements. This is communicated naturally — adapting tone, language, and channel to each patient. What patients consistently experience is fast, clear, helpful contact that never feels scripted or limited.

• How does Intelligence integrate with our existing systems?

  Intelligence sits between your patients and your existing infrastructure, connecting to EHRs, scheduling systems, and national health platforms through standards like FHIR and HL7. It reads what it needs to route and book correctly, and writes back what happened, so the triage, the appointment, and the record stay in sync.

• Can your agents actually navigate the platforms we already use?

  Yes. AI Care Managers can log into, read, and act within legacy portals and third-party platforms — not just systems with open APIs. They use computer vision and document understanding to operate in environments that weren't built for integration. If your team navigates it today, our agents can be trained to navigate it too.

• Is this a compliance-ready solution?

  Every deployment meets HIPAA, HITRUST, SOC 2, and GDPR standards where applicable. All patient data is encrypted in transit and at rest. Every AI interaction is fully auditable, with role-based access controls throughout. Compliance requirements are scoped during the discovery phase and built into deployment from day one.

• What is Sword, and why are we building this?

  Sword has spent over a decade pioneering AI Care — trusted by more than 1 million patients, covering 100 million lives, across 5 continents. Intelligence was built because we ran into the same operational bottlenecks our customers face today. We didn't theorize the workflows. We built them for ourselves first.