Patients can receive relevant information without waiting for practitioner follow-up.
ON DEMAND VIRTUAL CARE PROVIDER / ONCOLOGY
A smarter chatbot helps practitioners prioritize acute cases.
A provider delivering technology-enabled virtual care alongside cancer providers had a working third-party chatbot but needed it to do more. PivotX assessed how patients and care teams were using the tool, then redesigned it to provide conversation guidance, speed practitioner review, and support diet guidance during treatment.
Industry
Healthcare
Function
Care Operations
Capabilities Added
Three
Platform
Azure CLU, Azure OpenAI
RESULTS
Guidance during the conversation
Acute cases identified faster
Conversation summaries help practitioners assess severity sooner.
Severity-based routing
Patient responses guide the symptom pathway and supporting content.
Practitioners can identify higher-severity cases faster, and patients can receive relevant guidance during the conversation.
THE SITUATION
Oncology demand was rising as the clinical workforce shrank.
An aging population needs more oncology care at the same moment an aging clinical workforce approaches retirement. As a result, oncologists and their front-line teams are being asked to care for more patients with fewer resources.
Our client had already successfully deployed a working third-party chatbot but wanted to extend its capabilities while bringing the underlying technology and expertise in-house.
01
First-generation third-party chatbot, functional but limited
02
Capability owned outside the organization
03
Manual practitioner follow-up after chat interactions
04
No conversation memory between sessions
THE WORK
What we built
01
Conversations guided by symptom severity
Before working with PivotX, the chatbot could direct patients to information, but it could not assess the severity of their symptoms or use information from previous conversations.
PivotX built a natural-language experience over SMS and RCS using Azure CLU. It identifies symptoms and severity signals, draws on previous conversations, and uses details such as the day and time to tailor its response.
The chatbot can now provide guidance based on symptom severity and help practitioners identify patients who may need attention sooner.
02
Faster review of patient conversations
Before working with PivotX, practitioners had to read a patient's full conversation history before deciding whether to intervene.
PivotX used Azure OpenAI Services to create conversation summaries that give practitioners the latest relevant information without requiring them to review the entire exchange.
Practitioners can assess cases faster and prioritize patients who need attention most urgently.
03
Diet guidance during treatment
Before working with PivotX, patients who asked diet questions had to wait for a practitioner to review their history and respond by email with relevant articles.
PivotX redesigned the interaction to collect details about the patient's condition and treatment history. The chatbot can now answer questions about what to eat or avoid and provide links to supporting material.
Patients can receive diet guidance during the conversation, reducing the need for a separate practitioner follow-up.
WHERE THIS TRANSFERS
Where this applies
A third-party tool is doing real work for you, but its limitations now constrain the service.
Skilled people spend time reading context before making a judgment only they can make.
Demand is growing faster than your ability to hire the people who deliver the service.
Proof
Pilots that became operating procedure.
PivotX has taken companies from initial assessment to production-grade AI in weeks, not quarters. The cases below aren’t proofs of concept. They’re actual production.
Which procurement workflow is creating the longest delay?
We can review the manual steps, handoffs, and systems involved and identify a practical place to begin.