Healthcare is frequently faced with challenges such as errors, malfunctions, and staff shortages. To solve these challenges, Studio Vi partnered with Semmie to create a conversational AI and front desk solution, which allows healthcare workers to easily report all types of malfunctions and issues.
Semmie is a technology solution that enables healthcare employees to report any issues they may encounter with their equipment or technology through a phone call or message to an automated, AI-empowered flow. In this flow you will be asked questions to gather information about the problem and, once sufficient information has been obtained, it will either call the appropriate supplier or IT employee to fix the issue or assist the employee in finding the correct replacement part. The front-desk solution utilises the information provided to resolve the issue, and the data collected helps to continually improve the service.
The technical realisation started with a series of workshops with the client to determine the healthcare organisations’ challenges, existing workflows, specifics in terminology and level of understanding of the proposed solution. As an outcome, we crafted a detailed conversation flow of both open and closed questions that, without human interference, determines the specific issue and the priority for solving it (e.g. one broken sensor versus a department-wide network failure).
Using Twilio as a platform for setting up phone numbers, routing calls, and as the back-end of the software, a custom AI-powered solution was created. We used an omnichannel approach, meaning the same entity can be used for automated phone calls and messages through WhatsApp or SMS. Further noticeable features were the recording and transcription of calls and specific answers to open questions, using the keypad on your phone to answer questions, and sending these answers, recordings and transcripts to a ticketing system (in this case Jira).
Studio Vi has combined their expertise in animation, illustration, and UX/UI design to visualise this project. Our designers and animators created illustrations that captured the essence of the project and brought them to life through an animated video using Adobe After Effects. Meanwhile, our UX/UI experts designed the front desk solution with ease of use and clarity in mind, offering a significant improvement over the existing software in use. With its straightforward and uncomplicated design, the front desk solution streamlines reporting processes for healthcare organisations and provides a user-friendly experience for employees
Semmie is a technology solution that enables healthcare employees to report any issues they encounter with equipment or technology through a phone call or message to an AI-powered flow. The front-desk solution utilises the information provided to resolve the issue and continually improve the service. A custom AI solution was created using Twilio, with an omnichannel approach for automated phone calls and messages. The solution is user-friendly and offers a significant improvement over existing software, making it a great option for healthcare organisations looking to streamline their reporting processes.