From 24 Hours to 2 Minutes: Revolutionizing Healthcare Support
How we transformed an EHR provider's support experience while maintaining HIPAA compliance
The Challenge: When Every Minute Counts
In the high-stakes world of healthcare software, every minute spent troubleshooting is a minute not spent on patient care. When a leading Electronic Health Record provider came to us with a support system drowning in delays and dissatisfaction, we saw an opportunity to create something revolutionary—not just another chatbot, but an intelligent support ecosystem that understood the unique language of healthcare.
A leading Electronic Health Record (EHR) software provider was experiencing a significant operational bottleneck in their customer support system. Their Level 1 support had been outsourced to an overseas team that struggled with language barriers, limited training, and the complexity of healthcare software questions.
By combining our expertise in UX design with cutting-edge AI technology, we created a solution that didn't just fix their support problems—it completely transformed how healthcare professionals interact with their software.
What healthcare professionals were facing:
- Waiting up to 24 hours for responses to basic support queries
- Experiencing frustration with support agents who lacked domain expertise
- Dealing with compliance concerns when sharing protected health information
- Wasting valuable clinical time troubleshooting instead of treating patients
Industry
Focus
Impact
Core Challenge
Our Approach: Building an Intelligent Support Ecosystem
We began by immersing ourselves in the client's support ecosystem, conducting comprehensive UX research to identify the most critical pain points. Our team analyzed support ticket patterns, interviewed healthcare staff, and shadowed clinical workflows to understand exactly how support issues impacted day-to-day operations.
The key insight came when we discovered their extensive knowledge base of over 70,000 help documents—a treasure trove of solutions that remained largely untapped due to poor search functionality and organization. Rather than building a typical chatbot, we designed a comprehensive AI support ecosystem that could actually understand healthcare terminology.
Strategic Elements We Decided To Move Forward With:
- Creating a support solution that felt human but delivered machine-level efficiency
- Ensuring strict HIPAA compliance throughout the entire support journey
- Developing an intuitive interface that busy healthcare professionals could use without training
- Building a scalable architecture that could evolve with changing healthcare needs
- Implementing continuous learning to improve responses over time
The Secret Sauce: Understanding Healthcare Workflows
Healthcare professionals operate in a unique environment with specific workflows, terminology, and compliance requirements. While typical AI assistants struggle with medical jargon and complex EHR processes, our solution was specifically designed to understand the healthcare context.
Through our development process, we created a system that could navigate the complex healthcare support journey:
1. Issue identification & understanding
The AI assistant can understand medical terminology and EHR-specific language to rapidly diagnose the actual problem2. HIPAA-compliant solution delivery
Provides accurate solutions while maintaining strict patient data protection throughout the interaction3. Contextual follow-up & clarification
Intelligently asks relevant questions to refine responses, similar to an experienced support professional4. Continuous learning & improvement
The system evolves from each interaction, becoming more efficient and accurate over time
The AI assistant was designed to navigate this journey seamlessly, providing instant responses that were both medically accurate and compliant with healthcare regulations. Unlike typical chatbots, our system could understand the nuance of medical terminology and EHR-specific processes.
"The AI support system completely transformed how our medical staff interacts with the EHR platform. What used to be a frustrating 24-hour wait is now resolved in minutes, allowing our practitioners to focus on patient care instead of software issues."
The Results: From Hours to Minutes
The impact of the AI support system exceeded even our most optimistic projections. Healthcare providers went from waiting 24 hours for basic support to receiving accurate, compliant answers in just minutes. The transformation was immediate and dramatic.
Beyond the Numbers: Qualitative ImpactHealthcare staff reported significantly reduced frustration when using the EHR system. Many noted that the AI assistant actually understood clinical terminology better than human agents had.
The EHR provider was able to reallocate support staff to focus on complex issues that truly required human intervention, improving the entire support ecosystem.
Why It Worked: Key Success Factors
Principal-Led Strategy
Compliance-First Approach
Evidence-Driven Design
Long-Term Impact
This implementation has become a case study in effective AI integration within regulated healthcare environments. The benefits continue to expand through:
- Continuous learning that improves accuracy with each interaction
- Expansion to new clinical workflows and specialized departments
- Integration with additional healthcare systems and tools
- Regular updates to keep pace with evolving healthcare regulations
The client has not only resolved their immediate support challenges but has positioned themselves as an innovation leader in the EHR space. Most importantly, the solution has freed healthcare professionals to focus on what matters most—patient care—rather than wrestling with software support issues.
The project not only helps end users self-serve to fix issues, but also serves as an itergral product support tool for the client's internal team for users who need more hands-on assitance. The AI assistant is now a key part of the client's support ecosystem, providing immediate, accurate answers to complex questions.
