Summa Health COVID-19 Virtual Assistant
Life SciencesBusiness 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
Google Cloud Platform
Google Data Studio
Google Sheets
Firebase
App Engine
Google Cloud Storage
Cloud Function
Stackdriver
BigQuery
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
