Avannis specializes in providing white-glove customer and employee engagement solutions tailored for banks and credit unions of any size, with a commitment to enhancing the banking experience through insightful customer engagement surveys.  Avannis manually reviews, categorizes, and classifies over 20,000 customer surveys each month. This labor-intensive process is difficult to train for and can be error prone without consistent and intensive analysis.

Innovative Solutions and Avannis partnered together to develop a novel Generative AI (GenAI) solution aimed at automating the manual coding of customer survey verbatims, a project that promises to optimize Avannis’ operations by significantly reducing manual effort and enabling the company to scale efficiently.

Business Objectives

The primary objectives of the Avannis Tailwinds Project include:

• Improving Staff Morale: Automating tedious tasks to allow staff to focus on more engaging and valuable work.
• Creating More Engaging Work Opportunities: Redirecting the workforce towards tasks that offer greater value and satisfaction.
• Saving Money Through Efficiency Improvements: Reducing manual labor costs associated with coding survey responses, thereby saving the company significant amounts of money annually.

The Customer Challenge

Avannis faced the challenge of manually coding thousands of customer engagement surveys each month, a process that was not only time-consuming but also a bottleneck to growth. This manual process required significant staff hours every day, leading to increased operational costs and limiting the company’s ability to scale its services without a corresponding increase in headcount and expenses.

The Partner Solution

Innovative Solutions automated the coding of customer survey verbatims, classifications, and content extraction leveraging a Generative AI solution built on top of Innovative Tailwinds and Amazon Bedrock (Anthropic).

This AI-driven approach is designed to classify verbatims based on thousands of historical Avannis surveys, taxonomy requirements, and other business requirements. Innovative Solutions generated semantically-similar surveys and requirements to train an Anthropic Claude LLM and a Weaviate vector database to return highly accurate classifications.

This process eliminates the need for manual coding of new surveys and also provides Avannis with a methodology to update and fine-tune the process over time for new customers and markets.

What was the Business Impact of the Solution

The implementation of the Tailwinds GenAI solution has led to:

• Annual Savings: Approximately $54,000 saved per year through reduced manual labor.
• Improved Staff Morale: Employees can now focus on more engaging and valuable tasks.
• Scalability: Avannis can scale its operations without proportionally increasing staff or costs.

Avannis’s GenAI solution has the potential to transform the customer experience by enabling faster and more accurate analysis of survey data. This allows Avannis to deliver insights to clients more quickly, enhancing the responsiveness and effectiveness of customer engagement strategies.

Steve Winn, Founding Partner & CTO of Avannis, praised the team at Innovative Solutions for their intelligence, flexibility, and the effectiveness of the solution provided. He noted the significant improvement over past experiences with third-party development teams, emphasizing the success of the project in meeting Avannis’ needs.  Steve shared his enthusiasm for the Tailwinds project, highlighting the anticipated benefits in terms of staff morale, productivity, and operational scalability.

“The Innovative Tailwinds Generative AI solution is expected to save Avannis 3,000 working hours per year, translating to $54,000 in annual savings.”

– Steve Winn, Founding Partner & CTO of Avannis

Furthermore, Steve envisions the potential for direct customer access to the API, allowing for even greater efficiency and service customization.

Why you should collaborate with a partner

Generative AI represents a significant step forward for Avannis, enabling the company to:

• Enhance its operational efficiency
• Improve employee satisfaction
• Provide faster, more insightful customer engagement solutions

Avannis’ success story demonstrates the potential for similar technologies to benefit other businesses looking to optimize their operations and customer service offerings.

 

Want to learn more? Contact us today.

MacStadium, renowned Mac cloud service provider, focused on enhancing customer satisfaction and streamlining the implementation of their Orka platform. In partnership with Innovative Solutions, they utilized advanced technology to develop ‘Mac’ – a highly sophisticated AI assistant platform specialized in Orka. ‘Mac’ offers MacStadium customers a unique and efficient experience in building and deploying virtualized Mac platforms. This case study delves into the impact of ‘Mac’, which is powered by IBM WatsonX Assistant and Amazon Bedrock, on improving MacStadium’s customer support and operational effectiveness.

The Customer Challenge

MacStadium’s primary challenge was to enhance the customer experience and streamline their service delivery.

• Increase customer satisfaction.
• Accelerate service implementation.
• Improve staff efficiency in handling customer queries.
• Reduce the volume of customer support questions.

The company recognized the need for an advanced solution that could seamlessly integrate with their existing system and knowledge base.

The Partner Solution

MacStadium’s partnership with Innovative led to the development of ‘Mac’, an AI Agent Expert specialized in Orka. This tool is a confluence of IBM WatsonX Assistant’s reliable chat interface and the robust capabilities of Amazon Bedrock, including:

• Integration with Amazon Bedrock for secure and consistent AI performance.
• IBM Watsonx Assistant enables a seamless and secure interface for both staff and customers, facilitating effective communication and query resolution.
• Use of AWS for hosting critical business data and access to state-of-the-art large language models (LLMs) like Anthropic’s Claude.

 

Results and Benefits

The deployment of ‘Mac’ has led to remarkable improvements:

• A 30% increase in staff efficiency, enabling quicker and more effective customer interactions.
• A 25% reduction in customer support queries, indicating higher first-contact resolution and customer satisfaction.
• Enhanced service implementation speed, contributing to overall business growth and customer loyalty.

Transforming Customer Experience

MacStadium’s journey with Innovative Solutions and the introduction of ‘Mac’ AI platform exemplifies how generative AI can revolutionize customer service in the tech industry. By harnessing the power of IBM WatsonX Assistant and Amazon Bedrock, MacStadium not only achieved its operational goals but also set a new standard in customer engagement, security, consistency and satisfaction.

“Mac has been a game-changer in how we interact with our customers and manage our services. The efficiency and satisfaction levels have significantly improved”

– Chris Chapman, CTO at MacStadium

For businesses looking to replicate MacStadium’s success, Innovative Solutions offers comprehensive assessments and tailored plans to integrate generative AI into various operational aspects. Discover how your organization can benefit from such transformative technology.

Check out our video on MacStadium

Tekmir is the future of legal technology. Our AI-powered platform is purpose-built to simplify and optimize case management for law firms. Experience a new standard of precision, efficiency, and transparency that will propel your firm into a new era of legal service.

Tekmir’s Challenge

Tekmir, an emerging leader in legal tech, faced a critical challenge in redefining the process of case management validation. Traditional methods were slow, costly, and inefficient. Tekmir’s vision was to revolutionize this process, making it faster, scalable, and more cost-effective, enabling law firms to double or triple their case load without added cost.

In order to service large scale cases, law firms are required to sift through thousands of medical and legal documentation with an army of paralegals, assistants and analysts. Historically, cocuments and claims are manually reviewed and processed, consuming hundreds or thousands of man-hours to appropriately service a case. Tekmir aims to upend this process with their AI-Enabled Case Management platform.

The Partner Solution

To turn this vision into reality, Tekmir joined forces with Innovative Solutions, leveraging their flagship product, Tailwinds. This state-of-the-art AI solution, powered by Amazon Bedrock and Anthropic Claude, promised a seamless integration into Tekmir’s lawsuit management platform. Tekmir’s AI will specialize in automated validation of class action lawsuits, enhancing decision-making, and empowering legal professionals to focus on higher-value tasks.

Business Drivers

• Accelerate Case Processing: Tekmir looks to cut case management time by 60%, reducing typical two-hour tasks to just 30 minutes, streamlining logistics, and allowing attorneys to focus on core legal work.
• Cost Reduction: Tekmir aims to reduce prosecution costs by 50%, potentially saving up to $3 million every 10,000 cases. For large firms, this means millions in annual savings.
• Operational Efficiency: Tekmir plans to assist organizations in automating inbound application logistics and operations, reducing the average time spent on these tasks from two hours to about half an hour per case.

Results And Benefits

• Enhanced Productivity: Tekmir customers will observe a remarkable improvement in staff productivity, attributed to the automation of repetitive tasks.
• Cost Efficiency: The AI-driven approach will lead to a significant reduction in case prosecution costs, fostering financial efficiency.
• Rapid Deployment: By leveraging Tailwinds, Tekmir can rapidly build and deploy their AI solution, meeting initial customer demands ahead of schedule.

Why Do It Alone?

Innovative Solutions’ Tailwinds product stands out for its ability to simplify the complex journey of integrating Generative AI into legal tech. The team at Innovative, consisting of AI architects, data engineers, and developers, has a proven track record in assisting startups in scaling their vision and resolving customer challenges efficiently.

As an established leader in malpractice risk analytics, Preverity looked to evolve their risk management and patient safety products to enable the most accurate clinical measurement in the market. By teaming up with Innovative Solutions and implementing Tailwinds Generative AI, Preverity will provide unparalleled risk insights to their hospital and insurance partners.

Preverity’s Challenge

While Preverity already boasted an excellent predictive risk modeling and measurement development process, the creation of new risk measurements typically requires referring to internal reference documents, internet searches, and code description analysis – a slow and time-consuming process.  Preverity is looking to scale their organization and needed a more efficient process to code new measures in near real-time.  Their top business drivers/goals going into this engagement were:

• Improving accuracy and speed in measurement creation
• Uncovering deeper risk insights
• Increasing capacity to accommodate rapid growth
• Reducing time for rapid measurement iterations

The Partner Solution

To accomplish these ambitious goals, Preverity partnered with Innovative Solutions to deploy Tailwinds, a revolutionary Generative AI product purpose-built for healthcare.

Fully integrated via Amazon Bedrock’s secure design, Tailwinds combines Anthropic’s Claude, a GenAI rules engine, and vector database Weaviate to understand and validate user requests, identify corresponding codes, and generate concise responses to speed up code identification for a customer.

“By implementing Tailwinds and Amazon Bedrock, we’ve taken our already strong risk measurement development process to new heights in increasing speed, insight and efficiency for our clients.”

– Scott Burklund, CIO at Preverity

Results and Benefits

Here are a few of the many ways Tailwinds has impacted Preverity’s organization.

• 90% faster risk measurement development via automation for better experiences
• 34% improved coder productivity and scale
• $100k in projected annual savings

Why Do It Alone?

Let Innovative Solutions help you achieve Preverity’s level of excellence.  Innovative’s Tailwinds brings together industry AI experts to help identify, define, measure, execute actionable Generative AI objectives. Sign up today for a Tailwinds Assessment, over the course of two weeks our team will review the Generative AI landscape and use cases relevant to your industry, developing an effective data strategy, vision and implementation plan to achieve your desired AI goals.

LivTech, a pioneer in health technology, advances physician tech market with Generative AI. New capabilities for healthcare practices include reducing billing errors and speeding up reimbursements – offering physicians more time for direct patient care.  Additionally, LivTech aims to extend their claims processing services into new market areas. Leveraging Amazon Bedrock for secure access to Generative AI as pivotal tools for automation and streamlining this growth phase.  To make this vision a reality, and to ensure a perfect fit with their current claims management system, they teamed up with Innovative Solutions.

LivTech’s Challenge

LivTech faced several challenges in their journey to optimize claims processing, including:

• Scaling their claims processing team while maintaining steady COGS
• Identifying, cleaning, and verifying internal documentation and processes for AI training
• Determining how to leverage AI to validate claims information and lower error rates
• Streamlining and automating repetitive manual tasks to improve staff productivity
• Increasing customer satisfaction scores by expediting claims processing

The Partner Solution

Innovative Solutions stepped up to tackle LivTech’s challenges using Tailwinds, a state-of-the-art AI solution specifically designed for the healthcare industry.  Utilizing GenAI as a natural language rules engine, combined with a Weaviate AI-First Vector Database and Amazon Bedrock for a secure integration with Anthropic Claude-2, Tailwinds automates and enhances claims processing by learning from existing process documentation, requirements, and claims data, leading to a significant transformation in LivTech’s operations.  The solution integrates with LivTech’s current claims management platform, allowing agents to focus on higher-value tasks, accelerate decision-making, and enables LivTech to scale their business more efficiently into the future.

“Leveraging Tailwinds is a game-changer for us at LivTech. We’re thrilled to unlock new opportunities by integrating this innovative AI solution into our healthcare platform. With Tailwinds, we’ll use AI to support our growth, improve productivity, and deliver even more value to our clients.”

– Chris Ritchie, CTO, LivTech

Results and Benefits

LivTech’s partnership with Innovative Solutions is targeting long-term goals for revolutionizing their claims management process including:

• Significant improvement in staff productivity through automation of repetitive tasks
• Reduced error rates by using AI for claims validation
• Elevated customer satisfaction scores due to faster and accurate claims processing
• Efficient business scaling, reduced costs, and an incredible quality of care for their customers
• New market opportunities for business growth

“Innovative Solutions is delighted to have played a crucial role in LivTech’s Generative AI journey. Our expertise in GenAI technologies facilitated the successful implementation of Tailwinds. We are excited to showcase the enormous potential of Generative AI in healthcare, both today and in the future.”

– Taylor Copie, Innovative Solutions

Why Do It Alone?

Generative AI in healthcare can be a challenging journey, but Innovative Solutions can make it a breeze. Innovative’s Tailwinds brings together industry AI experts to help identify, define, measure, execute actionable Generative AI objectives. Sign up today for a Tailwinds Assessment, over the course of two weeks our team will review the Generative AI landscape and use cases relevant to your industry, developing an effective data strategy, vision and implementation plan to achieve your desired AI goals.