Innovating Patient Care with AI
Scott Manicke
A healthcare software company recognized the need to innovate at the intersection of healthcare and technology to better support clinicians and patients. To enhance the speed and quality of care, the company sought to replace its traditional voice message transcription process with a scalable, efficient solution that could keep pace with growing platform demands
By implementing an AI-powered intelligent virtual assistant (IVA) supported by AWS cloud services, the company aimed to streamline critical communication workflows, reduce administrative burdens on clinicians, and address increasing complexities in care delivery. While this transition also delivered substantial cost savings —eliminatin
over $1 million in annual expenses from an outsourced call center— the primary goal was to enable faster, more reliable communication for care teams, ultimately improving patient outcomes and alleviating clinician burnout.
Moreover, the solution adhered to stringent HIPAA and Personally Identifiable Information (PII) requirements, ensuring the protection of sensitive medical data remained uncompromised.
The Challenge
The company aimed to improve the user experience, reduce caller wait times, establish a technology path for continued AI advancements, and reduce their dependence on an outsourced contact center while maintaining their platform's reputation for precise, efficient, and accurate communication.
The challenge was finding a solution that could handle complex inquiries beyond basic database searches—and implement it within a demanding three-month timeline.
The Solution
The company partnered with LucidPoint to develop an innovative AI-powered voice-to-text (V2T) solution that leveraged the power of AWS cloud services. Experts rapidly designed a solution tailored to their specific needs, securing stakeholder buy-in from the outset. This solution integrated five different AI SaaS providers. Amazon Comprehend provides PHI/PII processing capabilities to analyze user inquiries and Amazon Polly converts AI-generated responses into natural-sounding speech to facilitate more human-like interactions. Amazon S3 buckets securely store and manage the vast amounts of call data created by the platform to comply with audit requirements and ensure ongoing customer satisfaction.
LucidPoint's DevOps team employed a "swarm" methodology to accelerate development and deployment, ensuring efficient collaboration and a rapid turnaround. The solution was seamlessly integrated with the existing communication platform, minimizing disruption to their operations. This integration, achieved through well-defined APIs and strict adherence to HIPAA regulations, ensured smooth operation while providing needed scalability and top-notch security
