Integrating MicroGrid's Conversational AI to Streamline Healthcare Communications

Posted by Zachary Myers on Thu, Nov 30, 2023 @ 03:44 PM
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23 spotlight Square-3Stevie-winner MicroGrid is a healthcare technology company that specializes in developing conversational artificial intelligence (AI) solutions. Their core offering, MicroGrid Intelligent Connect (MIC), enhances patient experiences by enabling personalized care through AI technology.

The comprehensive omnichannel platform uses various foundational AI technologies and front-end software to enable healthcare professionals to offer personalized care and exceptional customer experiences to patients.

Since its inception, MicroGrid has implemented its MIC in multiple geographies worldwide and partnered with Google Cloud within the first quarter of operation. Working closely alongside Google, MicroGrid has advanced significantly thanks to its state-of-the-art Contact Center Artificial Intelligence (CCAI) technology, which has transformed patient experiences and is constantly enhancing.

The Impact of MicroGrid’s AI Technology
MicroGrid's Proof of Concept (PoC) for CCAI-led Drug Adherence and Service Feedback has had a significant effect. They improved the recognition rates of short and very short-spoken phrases to over 92%, also enhancing recognition of low-volume speech.

Moreover, they enhanced the ability to detect spoken words in noisy environments, leading to more accurate transcription and making conversations with AI feel more free-flowing and realistic, with Virtual Customer Agents becoming more humanlike. In addition to MIC, MicroGrid has built a full-scale Digital Health suite on Salesforce, which seamlessly integrates with MIC, unlocking its full potential in the field of conversational AI. 

MIC's conversational AI capabilities are transactional and voice-enabled, empowering it to handle complex conversations with multiple questions and commands in a single interaction. This allows MIC to manage intricate tasks such as appointment scheduling, consent collection, and feedback on adherence and services, all without requiring the presence of contact center agents.
microgrid mic
Furthermore, MIC is fully connected with the MedDRA Medical Dictionary, enabling it to identify and report Adverse Events to the client's pharmacovigilance team for further action.

From Prototype to Project: MicroGrid's Progress
One of their most promising initiatives still in development is MICNxt, a suite of independent tools delivered through a Software as a Service (SaaS) model. These tools seamlessly integrate with external software systems, offering a simplified, code-free platform for crafting comprehensive enterprise solutions. This accessible approach empowers developers, making what used to be a time-consuming development process more efficient, with the potential to revolutionize healthcare delivery and significantly enhance the patient experience.

Since January 2023, they have not only acquired two key pharma accounts but have also developed a chatbot prototype for capturing Informed Consent Forms (ICF) in clinical trials aimed at assisting the onboarding process for novel cancer treatments. This promising prototype is currently in the process of evolving into a full-fledged project.

In addition to their work on ICF capture, they've also crafted a comprehensive PoC for case management through Salesforce, aimed at providing substantial support to major pharmaceutical companies.

MicroGrid Technologies Private Limited won a Gold Stevie Award for Excellence in Innovation in Health Care Industries - Up to 20 Employees in the 2023 Asia-Pacific Stevie® Awards.

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Topics: Asia-Pacific Stevie Awards