2024 Program - Case Study Example

Improving Customer Inquiries With A Generative AI ChatBot

As part of the signature program, Driving Forward students completely weekly skills training on

Udemy.com and engage with industry experts in the weekly speaker series. The training and

speaker series align with the student team’s activities on their corporate sponsor projects.

One 2024 student team worked on a project to improve customer inquiries in healthcare.

Patients often struggle to understand their health insurance, with over half unclear on healthcare

insurance terminology and nearly 1/3 foregoing care due to costs. These difficulties result in

hundreds of thousands of calls per day to healthcare provider and insurer call centers.

The Driving Forward student team conducted extensive research on chatbot technology

leveraging AI as a potential process improvement. The team’s SWOT analysis weighed the

tradeoffs of efficiency gains and scalability against data privacy requirements and user

hesitancy with AI healthcare support.

Tools and Development

After reviewing various chatbot engineering prompts, the team selected ChatGPT-4 for its

ability to manage complex queries and provide concise and relevant answers. The project

focused on improving data quality, response quality, and result clarity through an iterative

approach, refining the model based on response analysis.

Implementation

The project results included short-term (2-3 weeks), medium-term (2-3 months), and long-term

plans (6+ months). Near-term plans included refining the software and scaling prototype

testing. Long-term plans involved deploying from web to mobile and adding features in

subsequent versions.