HUS Helsinki University Hospital Chatbot

RESULTS

Innovating. Always.

HUS manages the most demanding specialist medical care in the country.
Chatbots help HUS to focus on what they do best, even better.

Card with text inside. the text is "20% Automation"

REDUCED WORKLOAD

Within 3 months, 20% of all incoming requests were fully automated, leaving more time to focus on complex issues.

Card with text inside. the text is "24/7 Available"

1ST LINE OF SUPPORT

From 0 support requests answered outside working hours and weekdays to 24/7 support.

Card with text inside. the text is "Most Active Agent"

HIGHER ENGAGEMENT

Since the launch, the chatbot now sends more outbound messages per week than all the human agents combined.

“The chatbot has empowered our medical staff with the right information they need to help the patients.
They can now care for them better and faster.”

Tero Lindholm, Information Systems Manager

ABOUT

Secure access to critical data

HUS is Finland’s largest hospital district, and one of the largest hospitals in Europe employing over 25.000 people.
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Their main objective was to create a chatbot that can be used by the medical staff to access different types of data to better assist the patients. And to do this in a very secure way.

CHALLENGE

Protecting privacy while delivering support

HUS has to process a lot of data everyday. The medical staff, nurses and doctors all need access to different patient reports and information which assists them in their daily work. The level of authority clearance varies employee to employee.

The challenge was to build a bot in native Finnish which strictly complied with the security aspects and makes the job of the front line easier.

SOLUTION

That's where BotSupply came in

BotSupply helped the customer in three steps.

UNDERSTANDING BUSINESS NEEDS

By analysing historical conversational data we identified common issues like change passwords, authentication and login. Since security and restricted access to the data was the key factor, each interaction had to be password protected and designed to be accessed only by the user with the right clearance.

DEEP BACKEND INTEGRATIONS

We integrated the chatbot with the customer’s database and deployed on their private Oracle cloud environment for complete data security.

FOCUS ON SECURITY

Since HUS has its own Oracle Digital Assistant deployed on their private Oracle Cloud Infrastructure, the solution lives up to the highest security standards which enables the handling of highly sensitive medical data.