Pager Health (Pager), healthcare’s most trusted virtual-first engagement and navigation platform serving 28 million members in the United States and Latin America, announced the development of three new applications built on Google Cloud’s advanced generative AI (GenAI) capabilities.
The GenAI applications are designed to address the quadruple aim of care by reducing the administrative burden on multi-disciplinary care teams and creating a more conversational, personalized experience for members that helps them navigate, coordinate, and take the next best step in their healthcare journey. Pager’s industry-leading platform provides a seamless, embedded, connected care experience for payer clients, partner care teams and members. The new GenAI applications include:
Chat Summation: A valuable time-saving tool for care and service teams, Chat Summation, powered by GenAI, instantly summarizes interactions with members and provides accurate notes, eliminating documentation redundancies – saving 10 to 15 minutes on average per each member encounter.
FAQ Bot: Using a Retrieval Augmented Generation (RAG) model built on Google’s Dialogflow™, Pager’s FAQ Bot expedites administrative issues and reduces the need for unnecessary call center encounters. The solution is designed to answer and/or augment responses to the most common health and benefits questions while giving members immediate access to the information and guidance to take the next best step in their care journey.
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Sentiment Analysis: Powered by Google Vertex AI™, Pager has embedded sentiment analysis to assist care and service teams in better understanding how member emotion is progressing or changing through a chat-based encounter (e.g., happiness, frustration, fear, anxiety, worry, etc.). The AI has been trained on millions of encounters to understand nuances in chat responses including word choice, grammatical accuracy, style, tone, speed of answer and emoji usage that might indicate sentiment. Pager teams are currently using the model to review nurse encounters, train staff and recommend new response tools, such as when it may be appropriate to use a different tone, escalate a call or try a different tactic in a conversation with a member based on their sentiment.
“With the development of any AI capability, our goal is not to replace the human touch in healthcare but to make healthcare more human,” said Rita Sharma, chief product officer at Pager. “By leveraging advanced AI models, such as GenAI, we’re able to automate time-consuming, manually intense processes without compromising member and employee privacy or experience – reducing clinician burnout and better allocating staff time and resources where they are needed most.”
Since announcing the partnership with Google Cloud last April, Pager and its clients have benefitted from the support of a secure, scalable, and reliable world-class infrastructure. The partnership has also enabled access to Google’s suite of trusted solutions, such as VertexAI, used to test and power new GenAI models, Google Cloud’s Healthcare API, and BigQuery™, a fully managed enterprise data warehouse, as well as Google AI and data analytics.
“Generative AI is fundamentally changing how many healthcare organizations operate, fueling a new era of simplification, personalization, and care coordination,” said Amy Waldron, global director, Healthcare and Life Sciences Industry Strategy, Google Cloud. “By using Google Cloud’s generative AI tools, Pager is helping its healthcare enterprise customers streamline workflows, generate meaningful insights and, most importantly, directly improve member and patient care.”
SOURCE: PRNewswire