case study

Summa Health COVID-19 Virtual Assistant

Life Sciences

Business Impacts

28000+ Queries Addressed

Easy Management of Content

Instant Query Resolution (<2 seconds)

Seamless support during COVID-19

Customer Key Facts

  • Location : North America
  • Size : 7,000 Employees, 376 Credentialed Physicians and 280 Resident Physicians
  • Industry : Healthcare and Life Sciences

Problem Context

Summa Health is a patient-centered population health management organization that provides integrated and coordinated care for the people of Northeast Ohio. During the COVID-19 pandemic, there was a need to develop a virtual assistant to answer the huge number of queries regarding COVID-19 and its impact on the community’s health as well as health services.

Challenges

 

  • Rapidly changing information around COVID-19
  • Uncertainty surrounding the COVID-19 vaccines
  • Surge in call volume to the Summa Health helpline

Technologies

Dialogflow

Dialogflow

Google Cloud Platform

Google Cloud Platform

Google Data Studio

Google Data Studio

Google Sheets

Google Sheets

Firebase

Firebase

App Engine

App Engine

Google Cloud Storage

Google Cloud Storage

Cloud Function

Cloud Function

Stackdriver

Stackdriver

BigQuery

BigQuery

Cloud Source Repository

Cloud Source Repository

Solution

Quantiphi developed an all-in-one chat enabled virtual assistant which is placed on the Summa Health website. The assistant was evolved across four phases of development. The first focused on incorporating COVID-19 specific FAQs. The second introduced FAQs surrounding different service lines of Summa Health. The third linked to patient experiences around Epic MyChart along with Appointment Scheduling and the fourth phase included FAQs concerned with COVID-19 Vaccines.

Additionally, a Content Management System was devised to facilitate Summa Health SMEs to update the information present on the virtual assistant according to changing times.

In complement to the virtual assistant, a real-time evaluation framework was developed using Google Data Studio to track conversations handled by the assistant. This data helps in generating actionable insights around the pain points of their patients.

Result

  • 24/7 Support to all Summa Health patients to answer all their queries
  • Conservation of time and effort for Summa Health executives so that they can focus on resolving more complex issues
  • A real-time evaluation framework for Summa Health to track the pain points of their patients and to gauge the performance of the virtual assistant

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