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TORONTO, ON — ɫ��ֱ��, the leading digital care journey platform for health systems, today announced the general availability of Seamless Answers: a conversational AI feature that enables patients to ask questions about their care and receive safe, accurate responses at any hour - exclusively from content their care team has reviewed and approved.

Seamless Answers is now available to all healthcare organizations using ɫ��ֱ��. Seven leading health systems have already joined as early adopters, including North York General, Southlake Health, Sault Area Hospital, and North Bay Regional Health Centre. Seamless Answers will support patients across many care pathways spanning pre- and post-surgical care, oncology, maternity, chronic disease management, and more.

Addressing a Growing Gap in Patient Support

Research shows that 60% of patients already turn to general-purpose AI tools like ChatGPT to ask health questions – most often outside of business hours, when their care team is unavailable. A cardiac surgery patient wondering "is this amount of pain normal?" A knee replacement patient asking "when can I take my dressing off? will my stitches fall off on their own?" An oncology patient the night before treatment asking "do I need to stop eating before my appointment?" A maternity patient at 2 AM asking "is cramping normal in the second trimester?"

These are not emergencies – but without a reliable, clinician-approved answer, they can feel like one. General-purpose AI tools lack knowledge of a patient's specific procedure, care instructions, or clinical context, and health systems have no visibility into what patients are asking or what guidance they are receiving.

Seamless Answers was built to close that gap. By embedding conversational AI directly into the existing ɫ��ֱ�� patient experience – across the full continuum of care, from surgical preparation through recovery, and across chronic and complex care pathways – health systems can ensure that every question a patient asks receives a response grounded in their own approved care content, and not the open internet.

How Seamless Answers Works

Seamless Answers uses Retrieval-Augmented Generation (RAG), an AI approach that prevents hallucination by pulling responses exclusively from each health system’s approved patient education library already in the ɫ��ֱ�� platform. Every answer cites its source and links back to the original library page so patients can review the full content. When a question falls outside the approved library, the system directs patients to contact their care team, as needed. The feature supports multiple languages and incorporates fine-tuned guardrails designed specifically for clinical environments.

Early Results Demonstrate Significant Patient Need

Across the initial deployment cohort, patient adoption has highlighted clear gaps being addressed. Critically, 55% of questions are asked outside of business hours – including 26% overnight and 22% on weekends – precisely the moments when care teams are unreachable.

Top question categories included activity and mobility (24%), pain and medications (15%), wound care (8%), and surgery preparation (6%) – a roadmap of the clinical topics most likely to drive patient anxiety and, left unaddressed, unnecessary care escalations.

What Early Adopter Health Systems are Saying

“At North York General, we are committed to delivering digitally enabled patient-centred care wherever and whenever people need it. Seamless Answers helps extend trusted support beyond hospital walls by giving patients access to clinician-approved information through an intuitive AI chatbot, creating a more convenient and connected care journey.” – Duska Kennedy, Vice President, Strategy, Digital Health and CDO, North York General

“We are excited to employ Seamless Answers as part of our Remote Care Management program, as it extends our reach by allowing patients to ask questions and receive answers after hours.” – Kim Fisher, Remote Care Monitoring Specialist, Sault Area Hospital

"While Seamless Answers is a relatively new option for our patients at NBRHC, both our patients and the nursing team at NBRHC are pleased with the additional support it provides. It ensures that questions can be addressed even when staff are unavailable, contributing to more seamless and continuous care for our patient population." - Lindsey Parkes, ɫ��ֱ�� Monitoring Nurse, North Bay Regional Health Centre

"The question was never whether patients would use AI - they already are. The question is how we can help health systems take ownership of that experience in a way that is safe, appropriate and effective. Seamless Answers allows care teams to ensure patients can safely use AI to receive the right health information at scale, around the clock." - Dr. Joshua Liu, CEO & Co-Founder, ɫ��ֱ��

Availability

Seamless Answers is available immediately to all ɫ��ֱ�� health system clients. Existing clients should contact their Customer Success Manager to activate the feature. Health systems interested in learning more can request a demo at