Cloud
Using AI to provide patients with answers fast
The Business Challenge
As a non-profit academic medical center, the client is proud to be ranked among the top hospitals in the country. Building on its century-long history of providing exceptional patient care and education backed by proprietary research, the client embarked on an ambitious new study.
Study duration
Business vertical
Geography
Central to the study is empowering patients with the accurate, unbiased and medically sound information they need — when they need it — with an interactive chatbot. To fulfill the requirements of the study, the solution needed to assist both study participants as well as the medical professionals who care for them.
On the one hand, participants must be able to get answers to their most pressing questions quickly and easily, particularly outside of regular office hours, so that they don’t turn to unprofessional and potentially erroneous advice from search engines like Google.
On the other hand, the solution also had to empower medical professionals to spend less time answering emails and more time focused on meaningful, face-to-face interactions with patients.
Ultimately, to deliver this sensitive project, the client needed a partner with the flexibility and commitment to deliver tailored solutions, so that the company could:
- Provide patients with quick, accurate answers
- Empower medical staff to focus on face-to-face interactions
The AI Transformation
As a longstanding partner, HCLTech is attuned to the organization’s unique requirements and sensitivities. This, as well as our distinct ability to deliver the interactive solution that would establish the backbone of the study — while protecting patient information - led to our selection.
With the HCLTech Copilot CoE, we leveraged Microsoft Copilot Studio to develop and deploy a customized solution that was fit for purpose. It is structured around a three-tiered topic system — starting with basic clinic information, moving to patient-facing materials and ending with professional organization guidelines — to ensure comprehensive coverage and escalation to medical professionals, as needed.
The solution also features Microsoft Power Automate — behind-the-scenes process automation that integrates seamlessly to monitor practically every possible manual process within the study.
All built on the cloud database Microsoft Dataverse to meet the study’s needs, we ultimately delivered a frictionless self-service interaction model for the study’s hundreds of participants, which will stretch the full four-year period.
The Business Results
While the study is currently in progress, the solution is delivering desired outcomes:
Trained on relevant content for accurate answers
Microsoft Power Automate guarantees a seamless escalation process
Provides essential study metrics and analytics
Provides ability to gauge the project’s success
Developing a customized, integrated solution has delivered significant impact, including:
Efficiency
Precision
ResponsivenessBy training Microsoft Copilot Studio’s generative AI solution on relevant content from over a dozen PDFs and multiple websites curated in collaboration with the client, we delivered a solution that could answer most participant questions.
Should a question remain unanswered, the solution allows the patient to initiate a categorized email to a nurse navigator via Microsoft Power Automate — guaranteeing a seamless escalation process and helping to ensure patients’ questions are answered in a timely manner. Additionally, Microsoft Copilot Studio out-of-the-box metrics are powered by Power BI, providing essential study metrics and analytics on interactions and response times.
Importantly, this data-driven approach enables the client to accurately gauge the project’s success, while supporting an environment of continuous improvement and responsiveness to participant feedback.
