Northwell Health
Northwell Health provides care to over two million people annually through its hospitals, outpatient facilities, and affiliated physicians. It is a nonprofit integrated healthcare network that is NYC’s largest healthcare provider and private employer, with more than 81,000 employees
Phase 1. An example of successful deflection at Northwell Health
“The most successful project we have ever done with Oracle”
- Elina Petrillo, VP of Product and Solution Delivery
17,000 questions were asked to ODA the day after go-live
12% reduction in ticket-creation during Open Enrollment
1 FTE equivalent saved during Open Enrollment alone
2000 chat conversations per day
90% being handled by the Digital Assistant

Phase 2. Using Virtual Agents to transform Open Enrollment at Northwell Health
The open enrollment Challenge: Every year all employees need to sift through their company’s new options and prices for healthcare and other benefits. They will all need to pull data from benefits documentation and other company sources. However, engaging at scale makes this one of HR’s biggest challenges every year.
Northwell needed to reduce the time their teams spent on open enrollment questions and needed a Virtual Agent to help as a personalised advisor. The business goals were to help employees save time and reduce costs for the organisation and elevate the experience for all involved.
Why Occamonics: Having successfully embedded chatbots into other HR processes for Northwell, Occamonics were able to put RAG at the centre of a Virtual Agent solution
RAG Technology deployed: Occamonics used ODA and Northwell’s internal LLM service which called out to OpenAI (chatGPT) and LLama.
Results
