Editor’s note: This article has been updated with a statement from Pager.
Virtual care and services navigation company Pager Health announced its developed three generative AI applications for payers built on Google Cloud, dubbed Chat Summation, FAQ Bot and Sentiment Analysis.
Chat Summation is a clinical documentation tool that summarizes patient interactions and provides notes, which the company says will save providers time and improve the patient-clinician experience.
FAQ Bot utilizes retrieval augmented generation to answer administrative questions. The solution answers common health and benefits questions and is built using Google’s Dialogflow.
Pager’s Sentiment Analysis uses Google Vertex AI to assist care teams in better understanding patients’ emotions in chat-based encounters based on word choice, tone, grammatical accuracy and emoji usage. Pager is using AI analysis to better train staff and recommend new response tools.
The genAI applications aim to improve patient experiences by reducing administrative burdens for providers while creating a more conversational, connected experience for patients.
“We’ve worked with Google Cloud since Pager Health was founded in 2014. We formally became a Google Cloud ISV partner last April, and these new generative AI tools are the first wave of solutions developed as a result of that collaboration and support a shared goal of making healthcare more human,“ Nick D’Addezio, vice president, strategy and business development at Pager Health, told MobiHealthNews in an email.
“Partnering with Google has enabled us to scale vertically and horizontally to respond to member needs through chat, video, and voice – and ultimately better serve our payer clients by arming them with the tools they need to improve productivity and enhance member experiences.“
THE LARGER TREND
Pager announced last April that it was partnering with Google Cloud to advance connected data and communications between patients and care teams. The three generative AI apps are the first solutions to come out of the partnership.
Pager, founded in 2015, raised $5.2 million a year later, which the company said it would use to grow its customer base outside of New York City, where it is headquartered.
The company secured $33 million in equity and debt financing in 2020. Health Catalyst Capital, Horizon Blue Cross Blue Shield of New Jersey, Goodwater Capital and Three Fields Capital led the growth equity investment.
In March, the New York-based company released an SMS-based engagement tool that allows patients to authenticate their identity without logging into a portal or app.
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