Case 1 - Healthcare Provider Enrolment
The following demo demonstrates several capabilities including Krista’s multiple channels (chatbot and voice bot) support.
In both demo’s a healthcare provider will engage with the CAQH for general enquiries. Later in the demo the provider will ask for the current status of their enrolment (coordinates information for physicians and other providers).
Krista will perform passwordless authentication before retrieving the providers application. It will use NPU to assess the status of the application and engage in a conversational way with the healthcare provider on next steps. (Missing documentation to complete the enrolment)
The healthcare provider will then submit the missing information for review. Krista will assess the information using its Document Understanding capabilities and provide real-time feedback to the provider.
The provider will then reach out to a live agent who will use Krista’s agent assist capabilities to understand the current status of their application and to come up with any recommendations. This is then effortlessly and promptly communicated to the healthcare provider.
Case 2 - Benefits Call
This demo was created based on a health insurance customer engagement where a significant amount of calls were handled that all related to inquiries about coverage under health insurance plans.
Commonly customers would call in asking about their coverage with respect to specific healthcare they needed, In this demo Krista handles an inbound query from a customer that is provided in audio format.
This audio is than uploaded to Krista where she first translates this to text using a 3rd party service. Krista can be configured with most any 3rd party service that can provide this capability.
Next Krista distills the question from the transcribed text and extract relevant information like identifiers. Once the right information is available Krista will query a variety of data sources including SFDC, Health Insurance Policies, Insurance systems, etc.
After data has been obtained Krista produces a answer to the query distilled from the transcribed text and uses and LLM to generate a response that can be send back to the caller.
The response is translated to audio via a Text To Speech service and send to the caller, Via a response menu a call can than respond to the provided answer and chooses to send the documents via email which triggers Krista to send the email to the caller with the health plan attached. While all this was happening, Krista tracked everything in SFDC for audit purpose.
Case 3 - Patient Voice Call
For Acuity Eye Group we demonstrated Krista’s ability to handle inbound calls where patients ask common questions. The goal for this demo is to convey that voice is a channel just like any other.
In most cases our customer will have a UCaaS or IVR which establishes the connectivity on the voice channel e.g. a phone line. For this demo this has been replaced with a browser page to simulate the UCaaS / IVR engaging with Krista.
During the voice call the caller raises several questions that Krista is able to answer by using various underlying data store. In this particular example a CRM, Website and a Patient Database is used from which data is retrieved.
Through Krista AI Q&A capabilities responses can be generated that take into account the caller context and are still accurate.
Post call, a Case in SFDC is created where the entire call transcript can be reviewed, and the case is tagged to signal what kind of call Krista had with call.