Polimedika connected Yandex.SupportAI for automation of processing of addresses of patients

2022: Automate patient referrals

The polyphysician connected Yandex.SupportAI for automation of processing of addresses of patients. This became known on February 10, 2022.

Polymedics is a network of private clinics. The flow of patients is large, people cannot get through to make an appointment or call a doctor at home. In the midst of coronavirus waves - during the week, the number of emergency doctor calls increased from an average of 120 per day to 800.

Yandex.Support AI provides a platform - interface. Using it, it is possible to customize robots - to teach them various topics of calls, to do, integration with systems to draw work scenarios. At the same time, the robot can not only understand what the text is about, but also recognize previously unformalized objects in the text in order to issue a call to the emergency doctor at home (or record the patient for an appointment at the clinic) and "transmit" comments to the doctor about the state of the patient or other important. information

By the phone number from which the person calls, you can see if there is a user in the database, if not, the last name, first name and patronymic are specified and, extremely important, it is checked whether he has previously made calls to the house. Sometimes patients believe that if you make a call six times within an hour, the doctor will come to them faster - such an instrument is just designed to fight such an incorrect assumption. If it is recorded, it is informed about it. If not - from the words of the patient, his last name, first name, patronymic is recorded.

Next you need to find out the address. It is important that using models not only the address is fixed from the patient's words, but is checked with his cards, processed for transmission in the correct format. At the same time, it is checked whether the address is in the service area of ​ ​ the clinic. If not, the patient is asked to contact the place of residence, explaining that patients are currently not served at this address. If yes, the details are specified: the entrance number, the doorphone code - so the doctor can find the patient easier and faster - and it is also specified what specifically concerns him: this is how you can decide on the urgency of this call. By name and address, an application is created in the internal system of the clinic - a call to the house is accepted.

The functionality of the personal account makes it possible to independently configure scripts, watch analytics on calls, decryption, listen to recordings of conversations. All this makes it possible to provide patients with simple and quick access to the service, to relieve the unnecessary anxiety that is characteristic of people who are unwell.

SupportAI technology made it possible to receive more calls, while saving the time of operators. The next challenge to the development of the system is to transfer the current record to a scheduled appointment at the clinic also to robotic assistants. This is somewhat more difficult to do due to the complex structure of the schedule of doctors, as well as the features of writing patients to specialists.