AI Chatbot
Conversational AI for smarter healthcare access
Project Overview
Sentara Healthcare needed a scalable solution to reduce call center load and improve patient self-service. I designed and built a conversational AI chatbot that handles common patient inquiries, appointment guidance, symptom triage, and FAQ responses — all within a HIPAA-conscious architecture.
Tech Stack
Screenshots
Key Features
Natural Language Understanding
Understands patient intent across varied phrasing using OpenAI's language models, enabling fluid, human-like conversations.
Healthcare Service Navigation
Guides patients to the right departments, services, and resources based on their needs — reducing time-to-care.
Appointment & Scheduling Support
Provides appointment-related information and directs patients through scheduling workflows without agent involvement.
Symptom Triage Guidance
Offers general symptom-based guidance to help patients decide between urgent care, ER, or scheduled visits.
Seamless Handoff to Agents
Detects escalation scenarios and smoothly transfers complex cases to live agents with full conversation context.
Analytics & Feedback Loop
Tracks conversation outcomes, user satisfaction, and unresolved queries to continuously improve bot performance.
Outcome
The chatbot significantly reduced inbound call volume for routine inquiries, improved patient satisfaction scores, and gave the healthcare team actionable data to refine patient communication at scale.
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