Case Study: Kaiser Permanente achieves real-time social monitoring and rapid member resolution with Alteryx

Kaiser Permanente uses Alteryx to Keep a Pulse on Social Data

Kaiser Permanente, one of America’s leading health care providers, needed a way to monitor and respond to public social media mentions across Twitter, Facebook, Yelp and other outlets. The volume was large and unstructured—full of misspellings, filler words and mixed context—yet members expect rapid responses, so Kaiser required a repeatable process to detect trends, surface location-specific issues, and enable fast action.

Senior analyst Thomas Hall built scheduled Alteryx workflows that combine the Twitter API connector, R scripts for tokenization and sentiment, RegEx cleaning, and geolocation to flag topics and send email alerts when conditions are met. The solution delivered near-real-time detection and response (including resolving a high-profile complaint within a day), prompted extended social support hours, and provided managers with actionable insights to improve member experience.

Kaiser Permanente

Thomas Hall

Senior Analyst