Improved Client Care through an Azure OpenAI ChatBot

Background and Challenge Story

Secured Chatbot to Consolidate Siloed Patient Data

Our client, a leading Canadian home and community healthcare provider, sought to integrate OpenAI technologies to foster innovation within their organization.

With the complexity of managing over two dozen independent lines of business, operating in siloed systems while sharing common patients, the client confronted a significant challenge: fragmented patient data. They aimed to leverage GenAI capabilities to streamline patient health record consolidation and summarization, thereby optimizing medical history and journey documentation.

To achieve these benefits, the client sought a versatile chatbot capable of real-time query response, document summarization and analysis, word processing, and transcribing physician notes during patient consultations. They required a secure solution that prioritized patient data privacy within their existing infrastructure.

Solution Story

Developed and Implemented Custom Chatbot using Azure OpenAI

Before engaging in this project, the client attempted to use OpenAI directly, summarizing patient records using the GPT model. This proved quite costly. Through the collaboration with Adastra, the client was provided with an industry-specific back-end search index that efficiently responds to specific queries, optimizing costs. The client also received regular educational sessions throughout the project, provided by Adastra, to equip them with knowledge and empower them to harness the full capabilities of OpenAI.

The client collaborated with Adastra to harness Azure OpenAI and the Azure ChatBot framework. With Adastra’s support, the client’s team was empowered to identify and develop potential use cases for production and create comprehensive patient 360° summaries. The result was an innovative solution, developed from the ground up, that seamlessly integrates with existing systems.

[Figure 1]: How the solution components interact with each other.

[Figure 2]: Data ingestion process.

[Figure 3]: Inference architecture.

The utilization of Azure OpenAI and the Azure Chatbot framework facilitated the development and implementation of a secure, private chatbot. This innovative solution not only minimized human errors in documentation but also enhanced worker productivity.

Initially conceived as a private chatbot, the project evolved at the client’s request. Adastra helped the client expand the project to encompass a tailored search bot for healthcare professionals. This enhancement streamlined access to patient notes and fortified data privacy with individualized patient records.

[Figure 4]: Network and private endpoints for secure communication.

Benefits Story

Enhanced Efficiency, Optimized Costs, and Improved Client Care

The client now experiences streamlined processes, enhanced efficiency, reduced human errors in documentation, and increased worker productivity thanks to efficiently implemented use cases. With a versatile chatbot for summarization and Q&A, they navigate their tasks with ease.

Moreover, Adastra’s patient 360° solution empowers the client with a comprehensive understanding of patient interactions across their diverse lines of business. Armed with this knowledge, they revolutionize client care, crafting personalized care plans that enhance customer experiences. This newfound advantage positions the client competitively in negotiations with major third-party insurance providers.

Lastly, with this implementation, the client has a framework for implementing and leveraging OpenAI ChatGPT, other LLMs and developing specialized/customized LLMs. The training enabled the client to continue with their innovation and develop solutions to solve their business and healthcare challenges.

Adastra and Azure OpenAI provided the client with the following benefits:

• 30-40% better financial health.
• Streamlined use case implementation.
• Enhanced efficiency.
• Minimized human errors in documentation.
• Increased worker productivity.
• Patient 360° view – a comprehensive understanding of patient interactions across various lines of business.
• Improved client care through personalized care plans across multiple areas of services.
• Secure data ensures medical information privacy.
• Enhanced customer experience and efficiency through Intelligent AI Chatbot capabilities.
• Optimized costs through efficient backend search index responses.

Adastra helped pave the way for the client to unlock even greater potential with Microsoft Fabric Copilot. Now equipped with enhanced capabilities, the client confidently utilizes Azure OpenAI as a powerful productivity tool, expanding their capabilities with various copilots and amplifying their productivity potential.