NotebookLM and RAG Empowered Healthcare Contact Center Agents
Executive Summary
Timestamp implemented a NotebookLM and RAG-based solution to support the contact center agents of a healthcare provider. The system enables intelligent access to internal knowledge bases, delivering contextualized responses in real time during calls and reducing internal research time by more than 60%.
The Challenge
Healthcare contact center agents deal daily with hundreds of inquiries regarding services, specialties, schedules, insurance coverage, and procedures. Information is scattered across multiple repositories, including manuals, intranets, databases, and unstructured documents. Agents spend valuable time searching for answers, increasing patient waiting times and reducing the quality of service.
Portfolio
Timestamp Solution
Retrieval-Augmented Generation
A RAG-powered agent using NotebookLM that combines internal knowledge with contextualized response generation, enhancing the accuracy and relevance of the information provided.
Knowledge Repositories
Integration of unstructured sources with structured knowledge bases, enabling centralized and intelligent access to dispersed information.
Contextual Understanding
Contextual understanding that enables the interpretation of queries based on user intent, previous interactions, and available knowledge, resulting in more accurate, relevant, and personalized responses.
Intelligent Copilot
Seamlessly integrated into existing workflows, eliminating the need for manual searches across multiple systems and empowering agents with fast, accurate, and context-aware responses.
About the Project
Business Impact
>60%
Reduced internal research time for agents
Tiempo Real
Contextualized responses during patient calls
Quality
Consistent responses based on verified and up-to-date sources
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