Generative AI: Boosting Healthcare Efficiency
Healthcare Using Generative AI: Answering the Call for Efficiency
By Garv Khera
The Beginning of Better Care
In the Southwestern United States, a medical provider is a critical provider of specialized urological care, offering comprehensive services from routine check-ups to complex surgeries dedicated to enhancing and enriching patients’ health and well-being. They have employed numerous call centers to manage the high volume of inquiries efficiently. However, these call centers have struggled to handle the influx, leading to delays in medical care and increased stress for patients and staff. The medical provider implemented a solution leveraging IBM Watson through NeuralSeek to streamline their call center operations.
Dialing Up Innovation
The medical provider realized that an AI assistant could efficiently handle many patient calls using NeuralSeek. Leveraging IBM Watson’s advanced AI capabilities, they created an AI assistant capable of managing high volumes of customer interactions. The solution involved integrating NeuralSeek into the existing call center infrastructure, including setting up API calls to ensure seamless communication between the AI and the medical provider’s internal databases. Through NeuralSeek, the assistant could accurately transcribe medical terms and patient information during interactions, ensuring precise and relevant responses. This system automated routine inquiries such as appointment scheduling, accessing medical records, and prescription refills, freeing up valuable time for medical professionals to address more complex patient needs.
Optimal Operations Achieved
The implementation of NeuralSeek proved highly effective in improving the efficiency of the medical provider’s call centers. With the AI assistant handling many routine inquiries, the call centers could manage more calls without compromising service quality. The AI’s accurate handling of medical terms ensured precise patient information, making it easy for patients to schedule appointments and access their medical records without hassle. NeuralSeek also featured the capability to identify and redirect immediate emergencies to human call agents, ensuring that urgent medical issues received prompt attention. The streamlined and efficient call center system benefits current and new patients, offering shorter wait times and quicker resolutions for existing patients. In contrast, new patients find scheduling and obtaining medical support straightforward and stress-free.
A Healthier Horizon
The medical provider has significantly enhanced patient care by implementing NeuralSeek, leveraging IBM Watson’s advanced AI capabilities. By integrating this solution into their call center operations, they have streamlined the handling of inquiries, reducing wait times and ensuring precise responses through accurate transcription of medical information. This innovation supports the efficiency of their medical professionals in addressing complex patient needs and improves overall satisfaction for existing and new patients. As a result, their commitment to enhancing health outcomes through technological advancement is palpable, marking a transformative step forward in urological care delivery.