Customer Stories

Faced with the challenge of finding an AI-powered scribing tool capable of handling the linguistic complexity of their various patient population (where over 70% of patients speak Cantonese and Mandarin), North East Medical Services (NEMS) launched a rigorous head-to-head pilot program. Success in this pilot was based on four key factors: multilingual performance, flexibility in note generation, broader AI partnership potential, and overall service quality.

NEMS compared multiple ambient AI solutions, including Commure and another large, Epic-integrated AI scribe solution. As one of the largest community health organizations in the region, NEMS needed a solution that could not only streamline clinical documentation but also improve provider workflows and enhance the overall patient experience.

To evaluate the solution’s effectiveness, NEMS deployed Commure Ambient AI with 11 physicians handling visits in English, Cantonese, Mandarin, and Spanish. The tool achieved an impressive average rating of 4.5 out of 5 for note quality and demonstrated a 16% week-over-week increase in usage. One of the key factors in this success was Commure Ambient AI’s adaptability, allowing providers to seamlessly switch between in-Epic recording, desktop applications, and mobile platforms. This flexibility enabled efficient workflows, even in fast-paced clinical settings with frequent transitions between workstations.

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Commure also outperformed its competitor in transcript accuracy for non-English encounters, achieving 95% accuracy for Spanish visits and 93% for Chinese-language encounters, compared to 82% and 78% for the other large, Epic-integrated AI scribe solution. Providers noted the smoother integration of multilingual phrases within final notes and reduced redundancy, enhancing overall usability.

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Additionally, early prototypes of advanced features and computer vision modules underscored Commure’s vision for expanding beyond documentation. NEMS leadership appreciated the proactive partnership approach, with Commure incorporating provider feedback through regular working sessions and rapid customization of documentation rules.

Ultimately, NEMS chose Commure’s Ambient AI as its solution of choice for full Epic integration, citing its multilingual capabilities, flexible note generation, potential for broader AI partnerships, and superior service quality.
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The pilot demonstrated that Commure Ambient AI delivered measurable benefits, including an average of 5.2 minutes saved per patient encounter—a 30% improvement in daily documentation efficiency compared to 3.6 minutes for the other large Epic-integrated AI scribe solution.
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Furthermore, 94% of clinicians expressed a desire to continue using Commure Ambient AI, praising its advanced AI functionality and seamless workflow integration. CTO Murali Athuluri affirmed the transformative impact of the partnership, stating:

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“You haven’t just suggested—you’ve boldly written a transformative New Chapter in the Legacy of NEMS, shaping its future and inspiring generations to come!”

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As NEMS prepares for an enterprise-wide rollout, it anticipates further improvements in clinician satisfaction, enhanced Epic workflows, and a foundation for future AI-driven innovations in clinical care.

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Key Results
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• 4.5 out of 5 for note quality
• 95% accuracy for Spanish visits (vs. 82%)
• 5.2 minutes saved per patient encounter (vs. 3.6)
• 93% accuracy for Chinese-language encounters (vs. 78%) 
• 94% of providers want to continue using the tool