Innovative AI-Powered Healthcare Support System

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

In our times, the integration of artificial intelligence (AI) across various industries is gaining momentum, and healthcare is no exception. Healthcare automation has been implemented for a long time already. With the development of advanced machine learning models and speech recognition technologies, it is now possible to create virtual assistants that enhance patient interactions with clinics.

In this article, we explore an innovative approach to optimizing the initial client-clinic interaction. Let's describe the healthcare tools we have developed.

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. In our case, the client wanted to impress their customers through their innovative AI call center and make their visit to the clinic’s website as comfortable as possible.

Who is Our Client?

Our client is a private clinic with a large team of specialists that has been providing medical services and consultations for many years. Like any organization, their staff handles a significant amount of routine tasks alongside their primary responsibilities, and they requested our assistance in automating this work.

Challenges

Given the wide range of medical specialties, it can be challenging to identify the right specialist on the clinic’s website, especially if it’s a large organization with many experts. Simplifying this search was a high priority for our client. Task: Implement a smart search.

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.

Intelligent search

We developed a new approach featuring an “Assistant”(healthcare chatbot) that helps patients find the most suitable physician based on 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. 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.

Benefits of the Developed Systems

Patients now receive a list of doctors that closely match their symptoms, making it easier to find the right one without needing medical terminology. The call center workload is reduced through automated request handling, and information loss is minimized by automatically creating electronic records. The system enables quick and accurate service with minimal operator involvement.

Conclusion

Our AI healthcare solutions are just part of a broader AI-driven healthcare platform designed to address critical challenges in the healthcare industry. The innovative Clinical assistant system, powered by AI, not only enhances client service quality but also helps clinics optimize their processes. AI adoption in healthcare opens up new prospects for more accurate and faster medical service, which is especially crucial as the demand on healthcare facilities grows. Automation in healthcare is gaining momentum.