Cost analysis of core functionality

Since the AI analysis was the core of the product’s functionality, ensuring its cost-effectiveness was critical for business profitability. That’s why our team conducted an in-depth evaluation of available market solutions. Each option was analyzed for cost-efficiency, utility, and scalability. After a thorough assessment, we selected the AI solution that best aligned with the platform’s goals, maximizing value while adhering to budget constraints.

Business analysis

Our business analysts started by interviewing stakeholders to understand their ideas and business objectives. Using the gained insights, they identified main product features and prioritized them based on their business impact, associated risks, and interdependencies. Moreover, our experts created a detailed roadmap to facilitate iterative development cycles, keeping the project on track for timely delivery.

Project management

At the start of the project, we onboarded a project manager to set up the delivery process. To improve communication between stakeholders and cross-functional teams, our project manager established a transparent workflow using the Scrum framework. After each iteration, they held demo sessions to gather feedback, adjust priorities, and ensure alignment with evolving business requirements. Additionally, our project manager created detailed documentation to support the development process.

UX/UI Design

The key objective was to create an intuitive user experience. So, our designers conducted comprehensive user research to gain deep insights into the needs and pain points of both agents and supervisors. They crafted user journeys, wireframes, and prototypes to optimize the user experience and simplify the development process. By focusing on basic design principles, our specialists created a layout where users can easily find and access key features, minimizing confusion.

Architecture design

Our software engineers started by designing a system that could scale dynamically to meet varying load demands. The created architecture consists of modular components, each tailored to perform specific functions, ensuring scalability, reliability, and maintainability. To optimize performance and reduce processing costs, the development team decided to utilize video cards with the CUDA engine. This approach ensures efficient handling of computationally intensive tasks by distributing workloads to video cards.

Full-stack development

The front-end developers focused on transforming the design into a fully functional and interactive web application, ensuring a smooth user experience. Meanwhile, back-end engineers implemented call processing, ensuring reliable data storage and efficient AI analysis. Moreover, the development team built statistical modules based on call analysis to track personnel performance. They also set up the necessary system environments and continuous integration workflows on AWS to enhance the system’s reliability and scalability.

Quality assurance

We onboarded QA engineers to ensure the highest quality of the end product and verify that it meets all requirements. They executed various types of testing to assess both functional and non-functional aspects. Following each implementation of new features, the QA specialists performed meticulous regression testing to identify and resolve any unintended issues. They also provided detailed test documentation to ensure complete test coverage.

Automated call processing

CommuniCare is equipped with an open-source speech-to-text converter, a cost-effective solution, which was additionally configured to achieve optimal quality and performance. It generates a full call transcript and translates it if necessary. All call data is available for review or playback at any time.

Advanced AI call analysis

After creating transcriptions, the system conducts AI analysis to create a concise call summary and evaluate each call for key factors such as clarity, empathy, professionalism, politeness, and responsiveness. To ensure timely follow-up and enhanced operational efficiency, the system automatically extracts tasks discussed during the call, prioritizes them according to patient needs, and assigns deadlines.

Profound AI agency analytics

With the help of AI call analysis, the system generates a performance score for both individual employees and the agency as a whole. On this basis, CommuniCare offers comprehensive analytics of agency performance, providing daily insights and enhancement recommendations for easy identification of strengths and areas needing improvement.

Emergency situation monitoring

CommuniCare is capable of monitoring emergency situations, such as patient accidents, and alerting agents to ensure swift responses and timely actions. Additionally, the software adds these events for review, enabling supervisors to analyze patterns, refine protocols, and enhance overall safety measures.

Security and Compliance

Given the sensitive nature of the healthcare industry, our team ensured that data security remained a top priority. We implemented security best practices, along with automatic sensitive data anonymization, aiming to protect confidential information from unauthorized access while also aligning with regulatory obligations.

Comprehensive user guides

We accompanied CommuniCare with detailed instructional materials to ensure effortless integration into agencies’ workflows. By addressing common challenges and guiding users step-by-step, these documents enable a fast and smooth onboarding process.