Case studies Healthcare
Voice-of-the-patient insights for a large US healthcare network
A US healthcare network with 27 hospitals across five states
+2 ptscustomer satisfaction gain in the first six months
30%
Fewer direct complaints
80k
Annual surveys analysed
The challenge
The network wanted to hear what its patients were saying and act on it. Feedback arrived through 80,000 annual surveys, its website and social media, far more than any team could read and categorise by hand.
What we built
- Generative AI reads every survey comment, web review and social post and extracts themes, sentiment and preferences.
- Insights are routed to the services and sites they concern through automated workflows.
- Dashboards track sentiment over time and link it to the improvements made.
The results
- Customer satisfaction scores rose by two points in the first six months.
- Direct complaints from patients fell by 30%.
- Service improvements now start from what patients say.
Related work.
40%reduction in case resolution time
An agentic customer service hub for a global pharmaceutical company
A global pharmaceutical company
82%of queries answered by the agent, with 90% accuracy
A knowledge agent for a specialised medical devices provider
A specialised medical devices provider
50%+reduction in manual data processing time
A generative AI research processing system for a medical institution
A leading medical research institution
A similar workflow in your business?
Tell us how it runs today. A strategist and an engineer will work out what agents could do with it and what that would take.