Case Study: IU Health improves patient information quality and response speed with KPS Universal Knowledge

IU Health finds answers in seconds with Knowledge Powered Solutions

The customer, IU Health, faced the challenge of ensuring its Patient Access Center representatives could provide accurate and timely information to patients. Their existing system made it difficult to quickly find up-to-date clinic and physician details, which was critical for maintaining high service quality and patient satisfaction. To address this, IU Health sought a knowledge management solution from the vendor Knowledge Powered Solutions (KPS), specifically their product Universal Knowledge.

Knowledge Powered Solutions implemented its Universal Knowledge platform, which featured powerful natural language search and fragment technology. This allowed representatives to find precise answers within seconds by simply asking a question, replacing a cumbersome process of searching through lengthy documents. The solution leveraged existing information from SharePoint and enabled easy content maintenance. As a result, KPS provided IU Health representatives with immediate access to the information needed, significantly saving valuable time during patient interactions and ensuring the delivery of quality service.

IU Health