Innovative AI-Powered Healthcare Support System

The presented article describes a tool that is part of the healthcare platform we have developed.

AI is rapidly integrating into various industries, including healthcare.  Healthcare automation has been implemented for a long time already. Advanced machine learning and speech recognition now enable virtual assistants. They can improve patient interactions with clinics. As AI technologies continue to evolve, they hold the promise of transforming the way healthcare is delivered, making it more efficient, effective, and accessible.

AI in healthcare can streamline admin tasks, improve diagnoses, and enable personalized treatments. In this article, we explore an innovative approach to optimizing the initial client-clinic interaction.

By leveraging AI, clinics can ensure that patients receive timely and appropriate care, thus enhancing overall health outcomes.

First Touchpoint with the Patient

Today, as always, a customer’s first impression in any service sector often depends on the initial greeting. Whether it’s a hotel, restaurant, or website, it’s essential to immediately engage or pleasantly surprise the client. After all, comfort is a top priority.

The client wanted to impress customers with their AI call center. They also wanted to make their website visit as comfortable as possible. Using AI at these initial touchpoints ensures a warm greeting. It addresses patients' needs right away. This builds trust in the healthcare organization.

Who is Our Client?

Our client is a private clinic. It has a large team of specialists. They have provided medical services and consultations for many years. Like any organization, their staff has many routine tasks. They asked us to help automate this work.

The clinic is committed to delivering high-quality healthcare services and sees AI as a tool to enhance operational efficiency while maintaining a personal touch. Automating routine tasks lets clinicians spend more time on patient care. This will improve outcomes and boost patient satisfaction.

Challenges

With so many medical specialties, finding the right specialist on a clinic's website can be tough, especially for large organizations with many experts. Simplifying this search was a high priority for our client.

Task: Implement a smart search. The complexity of navigating through a multitude of specialties can be daunting for patients, particularly those unfamiliar with medical jargon. By simplifying this process, patients can access the care they need without unnecessary delays or confusion.

Another key issue involved handling incoming patient calls. Clients frequently encountered busy lines or, conversely, found no one available to answer their calls.

Task: Create an AI contact center. Addressing these challenges will help patients contact the clinic. This will improve their experience and satisfaction with the provider.

Intelligent search

We created a new method. It uses an "Assistant" (a healthcare chatbot). It helps patients find the best doctor using a free-text search. Now, patients can enter not only the doctor’s specialty but also a detailed description of their symptoms into the clinic’s web query. This innovative solution empowers patients to take an active role in their healthcare by making informed decisions about their needs. The tool's intuitive design guides patients through the process. It ensures they get the right care without frustration or delay.

AI virtual assistant in healthcare, powered by OpenAI’s large embedding model and the LLaMA 3.2 model. Medical chatbot analyzes the text and identifies key medical terms. These terms are then mapped to disease categories, allowing symptoms to be matched with relevant medical specialties. The system is built on a TF-IDF (BM25) approach trained on clinical data, which aligns patient symptoms with physician profiles.

Our methods ensure the matchmaking process is very accurate. Patients can trust that the recommended health professional is well-suited to their concerns.

AI Call Center

The first contact with the clinic is often by phone. It's crucial to process patient inquiries accurately and avoid human errors.

Artificial Intelligence call center addresses this through Speech-to-Text technology (Deepgram Voice AI). The voice assistant recognizes and processes patient speech. It answers common questions about clinic services, doctor schedules, and available services. This state-of-the-art technology handles patient queries with efficiency, ensuring that every interaction is seamless and productive. Data is connected through a RESTful API using function calling. RAG (Retrieval Augmented Generation) provides info instantly.

At the first contact with the healthcare chatbot, a patient's medical record is created. It integrates with the clinic's CRM and ERM for quick, accurate data processing. Such integration ensures that patient data is routinely updated and accessible, promoting continuity of care and reducing the likelihood of errors or omissions.

RPA technology automates routine tasks, like creating records and scheduling appointments. It lets staff focus on more critical work.

Benefits of the Developed Systems

Patients now get a list of doctors that match their symptoms. This makes it easier to find the right one without needing medical terms. The call center workload is reduced through automated request handling, and information loss is minimized by automatically creating electronic records. These changes boost patient satisfaction and reduce miscommunication. They ensure patients get prompt, professional care. The system enables quick and accurate service with minimal operator involvement.

Conclusion

Our AI healthcare solutions are part of a larger, AI-based platform. It aims to solve key issues in the healthcare industry. As we integrate AI into healthcare, we expect innovations that will change how providers and patients experience medical services.

The AI-powered Clinical Assistant System improves client service. It also helps clinics optimize their processes. AI in healthcare offers a chance for faster, more accurate care. This is vital as demand on facilities grows. By using AI, healthcare providers can improve patient care. Automation in healthcare is gaining momentum.