United StatesHealthcare and life sciences2023 – ongoingVeradigm
Billerbot generative AI chatbot for Practice Fusion billing questions
Veradigm's Billerbot chatbot deflected about 5% of billing queries in its early months
Problem
Small practices on Veradigm's Practice Fusion EHR sent many routine questions about billing terms and workflows to its billing staff. Veradigm wanted to cut that volume.
Approach
After an early-2023 executive mandate to add AI to existing products, a committee chose a billing chatbot because it touched no claims or clinical data. Veradigm built Billerbot on Azure OpenAI Service and Azure AI Search, customizing Zammo.ai's accelerator. It answers only from a closed billing knowledge base built from internal documents and Practice Fusion online documentation. It launched in 2023 with a quiet rollout.
Results
Takeaway
Veradigm picked a low-risk first use and kept the bot to a closed knowledge base. Awareness was the limit early on, since only about 200 of roughly 20,000 practices knew of it.
Categories
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft customer story on Veradigm's Billerbot. It covers the Azure OpenAI, Azure AI Search and Zammo.ai build and the quiet rollout. It gives about 5% deflection as of February 2024, a 10-15% long-term goal and awareness among about 200 of roughly 20,000 practices.
Full details are in the original sources.