AI Chat and Voice Assistance for a Prescription Assistance Provider

Project Overview:
A Prescription Assistance Provider, a company specializing in prescription assistance, partnered with Elevondata to streamline and enhance user interactions through voice and chatbot technologies. The primary goal was to enable seamless communication for users seeking assistance with prescription coverage, managing beneficiaries and dependents, and requesting ID cards. This digital transformation aimed to reduce customer service response times and improve overall user experience, particularly in handling a large volume of patient calls with diverse requests.

Elevondata Contribution:
We took a lead role in developing an advanced voice and chatbot system for the provider’s users. The solution provided real-time information access while ensuring a secure and efficient experience. The system was designed to handle a variety of requests, ensuring fast and accurate responses, all while maintaining HIPAA compliance and utilizing FHIR APIs for healthcare data management.

Key Developments:

• API Integration for User Authentication:
Elevondata integrated secure API-based authentication to verify users through a series of questions. This process ensured that only authenticated users could access sensitive information regarding their prescription coverage, dependents, and account details. The integration of Salesforce and OpenAI further enhanced the system’s robustness.

• Multiple Intents for Requests:
The system was built to manage various user inquiries such as listing coverages & dependents, ID card requests, and other common tasks. Elevondata developed specific intents to capture and address these requests with 98% accuracy, drastically reducing response times and ensuring a seamless customer experience.

• Comprehensive FAQ System:
A robust FAQ system was implemented, offering dynamic responses based on user utterances in natural language. The FAQ system covered inquiries related to prescription coverage, beneficiary management, and insurance verification use cases, providing timely and personalized answers.

• Inbound & Outbound IVR with Agent Transfer:
Elevondata designed an inbound and outbound IVR system that included seamless agent transfer for more complex requests. The system also handled new patient lead data, ensuring that potential customers received prompt and accurate information.