Data Science & AI
Transforming Support Systems for a Major New York Cancer Center with an AI Helpdesk Aiming to Handle 90% of Tickets
Industry: Healthcare
Location: USA
SHG is partnering with a major New York medical center to enhance its AI helpdesk tool. The improvements aim to boost the AI's capabilities to handle up to 90% of support tickets, significantly reducing the need for human intervention. This advancement is expected to decrease wait times and support costs while providing real-time answers to inquiries.
Challenges
- Managing diverse data sources
- Data cleaning and pre-processing
- Integrating with ServiceNow
- Setting up infrastructure for LLM solutions
- Ensuring security and compliance
Progress and Goals
- Aiming to automate the resolution of 90% of support tickets
- Ongoing work on improving accuracy and response times
- Development of actionable insights via dashboards
- Enhancing conversational AI models
- Streamlining data flow and management
- Optimizing performance and reliability
90%
SHG is enhancing its existing AI engine to increase its capabilities, with a goal of handling 90% of support tickets.
UTILIZED TECHNOLOGIES
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