AskEinstein: Efficient Intelligent Nextgen System for Task Enhancement and Information Navigation
Care Process & Redesign
Environmental Sustainability
Technology
National Healthcare Innovation and Productivity Medals
Private Hospital
9 October 2025
The aim of the project is to improve the efficiency and accuracy of customer service agents by implementing a Generative AI. The chatbot has improved the efficiency of customer service agents and has potential for future scalability and integration with.
Year Submitted: 2025
Published Date: 09 October 2025
Tags: Automation, Information ＆ Communication Technology, Robotics, Workflow Redesign, Productivity, Cost Saving, Technology, Care Process ＆ Redesign, Artificial Intelligence, Quality Improvement, Agile Methodology, Environmental Sustainability, Paper Waste, Energy Waste
About this Content
Aims
The aim of the project is to improve the efficiency and accuracy of customer service agents by implementing a Generative AI RAG (Retrieval Augmented Generation) chatbot system.
Background
The inefficiency in customer service was identified as a problem, where agents had to manually search multiple systems to find information, which was time-consuming and error-prone.
Methods
The project involved developing a generative AI chatbot through collaboration between the IT department and the Customer Service Centre. The project followed Agile methodology with iterative updates and feedback loops.
Results
The implementation of the chatbot led to a reduction in Average Talk Time (ATT) and an improvement in the Customer Effort Score (CES). The chatbot also contributed to environmental sustainability by reducing energy consumption and paper waste.
Conclusion
The chatbot has improved the efficiency of customer service agents and has potential for future scalability and integration with emerging technologies.
Lessons Learnt
The project highlighted the importance of a feedback system for continuous improvement and the need for domain selection features to provide context-specific answers.
Keywords
Chatbot, Automation, Efficiency, Healthcare, Innovation
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | Private Hospital |
Organization(s) Involved | IHH Healthcare Singapore |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Liu XiaJun |
Project Member(s) | Ang Cheng Sim |
Connect with this contributor!
Mr Liu XiaJun - xiajun.liu@ihhhealthcare.com