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