HAP is a leading not-for-profit health insurance provider headquartered in Detroit, Michigan. Since 1956, HAP has been enhancing the well-being of the communities they serve by offering quality healthcare plans and innovating to meet the ever-evolving needs of their customer base.

In the rapidly changing digital landscape, HAP recognizes the power of artificial intelligence (AI), especially through OpenAI’s advancements. Utilizing AI, HAP strives to improve their website’s user experience, make information more accessible, refine health plan choices, and gain deeper insights into customer interactions.

Our Leveraging OpenAI for Business Analytics tool is a web application composed of three unique tools to address these goals.

Our chatbot tool enhances the user experience on HAP.org by quickly answering users’ questions clearly and efficiently. It provides real-time data based on HAP.org content, making it easier for users to find the information they seek without the need to navigate through multiple web pages.

Next, the plan selector tool provides a personalized approach to the health plan selection process. By analyzing responses from a customer-completed survey, the selector tool matches users to the health plan that most closely aligns with their individual needs.

Lastly, the call summarization tool takes detailed call transcripts, extracts key phrases, and determines a call’s purpose. This enables HAP to quickly understand the reason behind calls, helping them continually adapt to meet customer needs.

The front end of the web application was created using the ReactJS framework along with HTML and CSS. The back end leverages DynamoDB and S3 for data storage, LangChain for information processing, and Python Flask, all of which interact with OpenAI. The application is containerized with Docker and hosted on Google Cloud.