技术
- 自动化与控制 - 人机界面 (HMI)
适用行业
- 金融与保险
- 医疗保健和医院
适用功能
- 产品研发
用例
- 人员跟踪与监控
- 语音识别
服务
- 系统集成
- 测试与认证
关于客户
该客户是一个非营利性医疗保健系统,通过其医院、门诊中心、急救服务和医生网络提供广泛的医疗保健服务。该非营利组织旨在改善患者体验和满意度,减轻医务人员后勤查询的负担,并通过语音用户界面增强患者和护理人员的互动。他们还力求在处理受保护的健康信息时遵守 HIPAA 和州法规。
挑战
该非营利性医疗保健系统旨在建立室内礼宾系统,以减轻医务人员后勤问题的负担,提高患者满意度和调查响应率,并测试语音用户界面(VUI)在增强医疗服务方面的有效性。患者和护理人员的互动。该系统需要处理护理请求,提供一般医院信息,并启动简短的满意度调查,以实时提醒医疗中心任何负面经历。它还需要在停留结束时促进国家资助的调查,这对于维护声誉和运营证书至关重要。挑战在于平衡技术熟练程度与受保护健康信息 (PHI) 的完整性,确保系统符合 HIPAA 和适用的州法规。
解决方案
该医疗保健非营利组织与 Hitachi Vantara 合作,使用 Alexa 开发工具实施智能医院功能。开发了一套五项技能,以提供室内礼宾服务、信息服务和医疗保健提供者的效率,同时准确捕获关键患者信息。该系统旨在确保 Alexa 不会访问 PHI,而是以匿名方式与患者互动。交互包括一般信息、患者日程、投诉记录、患者满意度和笔记。最具挑战性的方面是补偿工作人员和患者之间的语言差异。该非营利组织提供的原始脚本使用语音评分方法进行了优化,以在传达复杂信息时考虑到不同的文化背景、方言、英语水平和其他因素。智能医院解决方案还利用 S3、Lambda、SNS 和 DynamoDB 等 Amazon Web Services 产品来实现自动化状态、日志记录以及流程收尾和反馈。
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