Opkit Newsletter - April Edition

Welcome to the April edition of the Opkit newsletter!

If you’re new here, allow us to introduce ourselves: Opkit is the first generative AI call center for healthcare. Our AI-powered software platform automates routine calls for healthcare organizations, including (for example) calls to patients to schedule appointments, and calls to insurance companies to verify coverage and benefits.

Product Improvements

Enriched Transcripts

Opkit now generates very-high-quality call transcripts by combining the output from multiple transcription services, including AWS Transcribe and OpenAI’s Whisper model. This not only improves the transcript reading experience for our dashboard users, but also boosts the quality of our structured task results, which are extracted downstream.

Transcript Search

We added a comprehensive search function next to each call transcript, making it easier than ever to review completed tasks. The new search feature allows users to jump to specific places within a transcript where relevant terms are discussed, and supports commonly-used hotkeys for a familiar and intuitive search experience.

Reviewed Statuses on Tasks

You can now easily see which tasks you have and have not reviewed in the tasks table, thanks to the introduction of reviewed statuses. Similar to the “read” status from your email inbox, reviewed statuses give individual tasks a distinct look based on whether you’ve interacted with them in the past, making it easier to track your work and collaborate with teammates.

Coming Soon

We’ll be landing a full suite of amazing product features over the next month. Here are some of the highlights:

• Task Search: Users will soon have the ability to search tasks by target name, target phone number, batch description, and more.

• Usage Page: We’re adding a dedicated dashboard page for tracking usage across your account, including graphs for metrics like “tasks created”, “tasks completed”, and “tasks flagged”.

• Cancel Tasks: Soon you’ll be able to cancel tasks you no longer need or want before they are executed. Canceled tasks won’t count towards your monthly bill.

• Notifications: We’re adding in-app notifications for events such as “task created”, “task completed”, and “task canceled”, making it easier for you to keep track of changes to your Opkit account.

• Bulk Create Tasks: We’re adding the ability to create tasks in bulk via CSV upload. This feature will include a convenient interface for mapping CSV columns to required fields in Opkit.

• Custom Columns on Tasks Table: Soon you’ll be able to configure custom columns in the tasks table, including columns based on context items like “patient name”.

Feature Deep-Dive - Templates

Templates are one of the most important concepts for Opkit users, and one of the best ways to get the most out of the Opkit platform. So what are they?

In short, templates are definitions for tasks. They define the inputs and outputs of a task, also known as the task’s context and objectives. A template can be used to trigger similar tasks over and over again with different context.

It’s common for Opkit customers to define multiple templates - one for each of their uses-cases. For example, a telehealth company might use the following three templates:

• Patient Enrollment Call: A patient-facing call where Opkit collects basic information required for onboarding.

• Insurance Verification Call: A call to the patient’s insurance company where Opkit verifies coverage.

• Patient Appointment Confirmation Call: A patient-facing call where Opkit confirms whether the patient is still available for an upcoming appointment.

By defining multiple templates, this customer can easily trigger phone calls of various types whenever they need them.

Templates can also be adjusted over time as you learn more about your use-case. For example, you might discover that some targets require a special context item (e.g. “provider tax ID”), or you might choose to collect an additional objective. This process of adjusting your templates based on historical performance is how you can “fine-tune” Opkit to deliver the best possible results.

In Case You Missed It

• Opkit CEO Sherwood Callaway discusses the recent Change Healthcare hack on LinkedIn, highlighting key questions related to HIPAA enforcement:

  

• Google continues to improve its generative AI solutions for healthcare, fine-tuning Gemini models for accurate performance, and diving deeper into the assistive capabilities of AI.

• Out-Of-Pocket is bringing back their excellent Healthcare Call Center 101 course, breaking down the fundamentals of building a healthcare call center.

• Hippocratic AI raised $53m in series A funding from General Catalyst and a16z to build generative AI solutions for healthcare, including a “generative AI, task-specific healthcare agent.”

• Deepgram, a leading provider of audio APIs, launched Aura, the first text-to-speech model built for responsive, conversational AI agents and applications.

• The Economist dives into how AI is poised to eliminate customer-service agents in the near future.

That’s all for this edition! Thanks for reading.

Disclaimer: Images, GIFs, and videos in this email do not contain real customer data or PHI. Opkit is committed to maintaining HIPAA compliance, data privacy, and data security. To learn more, visit our Trust Center.