Client: A Leading Insurance Provider
Industry: Healthcare Insurance
In the dynamic world of healthcare insurance, our client, a prominent insurance provider, faced a significant challenge: efficiently addressing user inquiries regarding benefits coverage. Subscribers frequently asked questions like, "Is my second chiropractor visit covered under my plan?" The lack of quick, accurate responses was a major pain point, impacting customer satisfaction and operational efficiency.
To tackle this issue, the insurance provider implemented a groundbreaking solution using a generative AI-based Retrieval-Augmented Generation (RAG) system. This system, powered by Large Language Models (LLM), was designed to automate and aid in responding to user queries about benefits coverage. The AI's ability to understand and process natural language queries significantly enhanced the speed and accuracy of the responses provided to users.
However, implementing this AI solution brought forth significant challenges, particularly in handling Personal Health Information (PHI), which is subject to stringent HIPAA regulations. The accuracy of the AI system depended heavily on access to real user data, but using PHI raised serious privacy and security concerns. Stripping the data of PHI to comply with regulations led to a noticeable drop in the accuracy of the AI responses.
Addressing data privacy and compliance requirements is essential for the project to advance from the Proof of Concept (POC) stage to full-scale production.
This is where Protecto, our enterprise B2B data protection SaaS company, stepped in. We provided an innovative solution that balanced the need for data accuracy with the imperative of maintaining privacy and security.
Protecto's Masking Technique:
The implementation of pseudonymization by Protecto led to a significant reduction in PII exposure, effectively addressing the privacy and security concerns:
By partnering with Protecto, the insurance provider successfully overcame the challenges of integrating advanced AI technology into their customer service operations while adhering to strict data protection regulations. This case study demonstrates Protecto's commitment to delivering innovative data protection solutions that do not compromise on efficiency or compliance, paving the way for a new era in secure, AI-powered customer service in the healthcare insurance industry.