Executive Summary
A leading U.S. healthcare enterprise partnered with Factspan to tackle inefficiencies in customer support caused by the manual review of lengthy, unstructured patient notes. These delays created long turnaround times (TAT) for query resolution, inconsistent service quality, and higher risk of oversight.
Factspan developed a GenAI-powered note summarization solution leveraging Gemini Flash 2.0, combined with custom pre- and post-processing layers for accuracy and compliance. Integrated seamlessly into existing platforms, the solution enabled concise, context-aware summaries that reduced manual effort, accelerated query handling, and improved scalability, enhancing both customer satisfaction and agent productivity.
Business Impact:
- 95%+ accuracy in summarizing complex patient notes
- 50% reduction in turnaround times for customer requests
- Noticeable improvement in customer satisfaction and experience
- Reduced agent fatigue with consistent, compliant summaries
- Scalable, secure framework extendable to broader healthcare workflows