CASE STUDY

Transforming Customer Support with Intelligent Chat UI

Explore how the customer experience when kept in mind first, can help improve business

Project Overview

CVS Health is an American retail corporation founded in 1963, and currently the largest pharmacy chain in the united states.

CVS Health is the leading health solutions company, delivering care like no one else can. We reach more people and improve the health of communities across America through our local presence.

The Stats of CVSHealth

9600+ Pharmacies Over USA

2.5 Monthly traffic on website

1.8M of customers worldwide

THE Fact

Over 70% of customers expect Fast responses to their inquiries, now more than ever in 2024

The Core Problem We were tasked with

The problem:

Customers needed faster and more reliable chat functionalities that actually provided answers and source links based on their plan and profile.

  1. We focused on making data integration smoother with standardized processing and seamless information flow. We reduced costs by using open-source models and optimizing resource use, and we controlled expenses with efficient cloud services.
  2. We focused on making data integration smoother with standardized processing and seamless information flow. We reduced costs by using open-source models and optimzing resource use, and we controlled expenses with efficient cloud services.
  3. We focused on making data integration smoother with standardized processing and seamless information flow. We reduced costs by using open-source models and optimizing resource use, and we controlled expenses with efficient cloud services. We focused on making data integration smoother with standardized processing and seamless information flow. We reduced costs by using open-source models and optimizing resource use, and we controlled expenses with efficient cloud services.

Key Stats

Additional challenges to overcome

01

Ingesting data from 10 different sources posed a challenge due to varied formats and structures.

02

Utilizing LLM (Large Language Models) transformational technologies while minimizing usage costs.

03

Creating a chat UI that enables real-time user interaction while handling concurrent requests.

04

In a Nut Shell

The problem was twofold

Patients faced delays in getting their healthcare inquiries resolved, causing dissatisfaction. While CVS teams struggled with efficiently managing and integrating customer data.

Implementing the Solution

The solution:

Our implementation of advanced frontend technologies resulted in a user-friendly and interactive interface, enhancing overall user satisfaction.

A flexible data integration strategy was implemented, employing data mapping to achieve a standardized format for consistent processing. This allowed for seamless information flow and efficient query processing across all data sources.

By deploying open-source models and optimizing resource utilization, reliance on costly proprietary solutions was minimized. Efficient use of cloud services further controlled expenses.

Asynchronous communication patterns were established to handle multiple user requests concurrently, ensuring a responsive chat experience. Advanced frontend technologies were used to create a smooth and interactive UI.

OUR WAYS

Strategies employed

01

Included all supplier teams in planning for alignment.

02

Developed a user-friendly chat interface with source citations for trust.

03

Ingested data into a backend vector database for efficient analysis.

04

Integrated ten data sources for extensive information access.

05

Conducted rigorous end-to-end testing for functionality and performance.

10 Data Sources

Integrated seamlessly

2 Million Files

Processing capacity

Tech Stack

React.js, Python, Flask, Apache Airflow, Milvus, OpenAI API or similar, AWS.

THE RESULT

Impact That Speaks Volumes

Our advancements make a difference that’s impossible to ignore. The results of our efforts are not just seen, but felt—delivering real value, driving change, and exceeding expectations every step of the way.

THE OUTCOME

The new chat UI can handle thousands of inquiries simultaneously

This way we can ensure no customer has to wait for their question to be answered.

Here is how it impacted the people involved

Grassroots Level

After facing delays and frustrations with getting healthcare inquiries resolved, customers now benefit from.

After facing delays and frustrations with getting healthcare inquiries resolved, customers now benefit from. After facing delays and frustrations with getting healthcare inquiries resolved, customers now benefit from

Improved Customer Service

Enhanced User Experience

Increased Trust

Quick Access to Information

Organizational Level

To address the challenges of customer dissatisfaction and data integration issues, client teams now experience.

To address the challenges of customer dissatisfaction and data integration issues, client teams now experience. To address the challenges of customer dissatisfaction and data integration issues, client teams now experience.

Efficient Query Handling

Cost Reduction

Improved Data Management

Scalability

“The new chat UI has revolutionized how we interact with our customers, providing instant, reliable, and friendly support around the clock.”

Edward Julian - Manager Customer Experience

Here's what we can learn from this case study

The enhanced chat UI delivers a smooth, intuitive interface, making it easy for patients to access healthcare information. With human-friendly responses and transparent source citations, users can trust the information they receive, leading to greater satisfaction and peace of mind in managing their healthcare needs.

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