Elevating Patient Experience with Gen AI-based Virtual Agent
HealthcareBusiness Impacts
~90% query success rate
Handled ~35K queries over 7 weeks
Handled ~100 sessions per day on average
Customer Key Facts
- Country : USA
- Industry : Healthcare
Problem Context
The customer is a leading American healthcare company specializing in comprehensive virtual care and navigation services. They offer personalized in-person and virtual care across various healthcare domains, including everyday and urgent care, primary care, behavioral health, and specialty care. Their goal is to provide integrated care guidance and advocacy to ensure optimal health outcomes for members.
In collaboration with Quantiphi, the customer developed a proof-of-concept chat and telephony-based virtual agent. This agent facilitates the intake of care and clinical encounters for new and existing patients, empowering members with self-service capabilities and navigation tools to efficiently access appropriate services.
Challenges
- High average handle time for patient interactions
- Insufficient context for healthcare professionals during triage
- No real-time transcription between healthcare professionals and patients
Technologies Used
Dialogflow CX
Sendbird
Cloud Run
Cloud Function
Cloud Armor
FireStore
Looker Studio
Logging
BigQuery
Cloud Build
Gen AI Generators
Solution
- Trained on five key intents for patient authentication and intelligent call routing for five departments
- Configured with SendBird Chat Widget and Dialogflow telephony gateway for accessibility via chat and call
- Untrained queries routed to Dialogflow telephony gateway with transcripts stored in Firestore database
- Configured Agent Assist for real-time transcription between live agents and patients post-handover from Dialogflow CX agent
- Integrated Dialogflow CX agent with client’s database via REST APIs to fetch patient medical history
- Enabled Gen AI capabilities in Dialogflow CX to respond to FAQ-based queries from the client's Knowledge Base
Results
- Leveraged Google Cloud's generative AI capabilities to enhance the customer's chatbots, enabling accurate and efficient responses to patient queries.
