For this healthcare client, the mission was to elevate clinical efficiency, accuracy, and compliance, not just by automating tasks, but by enabling true human-AI collaboration. Traditional LLMs could answer questions, but they couldn’t manage complex workflows, validate their own outputs, or operate safely in high-stakes environments. The challenge was to turn static models into autonomous collaborators that could think, adapt, and uphold the highest standards of care.
Key challenges
Empower clinicians with AI that collaborates, not replaces
Validate outputs against evidence and regulatory standards
Handle complex, multi-step clinical workflows autonomously
Maintain transparency, safety, and compliance across processes
Improve coding precision, documentation quality, and turnaround times
The solution
Contextual understanding through AI reasoning
Used LLMs to interpret nuanced, multi-intent conversations.
Applied the QDPC (Qualify, Discover, Position, Close) schema for structure.
Extracted key signals like intent strength, interest type, and sales readiness.
Intelligent scoring and prioritization
Built models per product (e.g., Device Protection, Internet, Add-a-Line).
Weighted scores by interaction strength for context accuracy.
Aggregated outputs to rank high value, missed opportunities.
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Phase 1 — Understanding conversations
Processed call transcripts using the QDPC framework.
Derived features such as intent, pitch, and readiness.
2
Phase 2 — Predictive scoring
Generated product-level probabilities (P) via models.
Adjusted by interaction strength (W) to reflect engagement.
Produced a prioritized opportunity list.
3
Phase 3 — Opportunity aggregation
Combined product scores geometrically
Unified multiple signals into one Opportunity score.
Ensured transparency, traceability, and scale.
Revenue uplift
High accuracy on unseen documents, cutting review time.
Recovered missed call intent
Focused sales teams on high propensity leads.
Continuous intelligence
Delivered clear reasoning (“Missed pitch,” “Indirect intent”).
Improved precision through human feedback loops.
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