The Challenge
Our client, a prominent healthcare network in the US, spanning over 5 states with 27 hospital facilities, encountered a challenge in capturing the authentic voice of their customers. They sought to proactively listen to customer challenges and issues through various digital channels.
The Solution
Leveraging Gen AI, we implemented a solution to analyze consolidated sentiments categorized by specialties, facilities, and providers. By pinpointing core reasons behind departmental performance through customer feedback, this approach enabled the tracking of service quality and overall customer satisfaction.
Once obtained, the results of departmental performance were displayed through customized dashboards tailored to stakeholders’ needs.
The Results
- Enhanced Patient Experience
- Proactive Decision-making
- Comprehensive Feedback Analysis
- Customized Insights
- Actionable Data Visualization
- Measure of Loyalty and Satisfaction
- Streamlined Operations
- Compliance and Quality Assurance
Technologies Used
Power BI
Blob Storage
Unity-catalog
Databricks
Impact by the NUMBERS
2 Point
gain in CSAT in the first 6 months
30%
reduction in direct complaints by customers
