Boost Your Cloud Case Study Northwell 2

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

Deflection Rate

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