About
The Greenway Interactive Assistant (GIA) is a generative AI chatbot designed to assist users in navigating the complexities of our Electronic Health Record (EHR) system. Recognizing that our support team frequently received client inquiries about specific tasks, we aimed to provide a more efficient way for users to access information.
Leading this project marked a significant milestone as it was Greenway's first AI initiative. The GIA project not only improved user access to information but also paved the way for future integrations of AI solutions within our products, fostering a more efficient support experience for our clients.
Development Process
To leverage our extensive Help Documentation and Knowledge Article database, we ingested all relevant articles into an Amazon S3 bucket. Utilizing AWS Bedrock in combination with Claude Haiku, we developed a large language model (LLM) capable of interpreting user queries and delivering accurate responses based on our knowledge base.
Testing and Feedback
We conducted testing with our internal support team and select clients, gathering valuable feedback that highlighted the AI's strengths and areas for improvement. Initially, the accuracy rate of GIA's responses was around 75%. To enhance this, we focused on refining the chunking and prompting techniques, as well as providing users with best practice suggestions for crafting detailed queries to yield better results. Surveys indicated that clients appreciated the ability to consult GIA before resorting to our Client Support site or making support calls. Users expressed a desire for GIA to be embedded within our products for seamless access, enhancing their overall experience.
Project Information
- Company : Greenway Health
- Length : 2024, 6 months
- Category : AI Chatbot
- Persona : EHR Users
- Devices: Desktop