28000+ Queries Addressed
Easy Management of Content
Instant Query Resolution (<2 seconds)
Seamless support during COVID-19
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.
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.