Background
Carl Zeiss collaborates with clinics worldwide, offering not only exceptional MedTech hardware but also specialized software solutions that assist medical professionals and their teams. These solutions help streamline administrative processes and efficiently manage and attract prospective patients.
Ambition
Interactions between clinics and (prospective) patients require significant resources from their staff. The goal was to leverage generative AI to improve the quality and efficiency of clinic responses during the early stages of the patient journey, aiming to boost patient satisfaction and ultimately assist in converting prospective patients.
Regulatory Complexity
The project required rapid product development while adhering to strict compliance standards, including HIPAA (Health Insurance Portability and Accountability Act) regulations, to ensure the protection of sensitive patient data. Balancing the need for innovation with the rigorous requirements of the healthcare industry was crucial, as was maintaining a fast-paced, agile workflow to meet tight deadlines without compromising quality or compliance.
Solution
Together, we developed the GenAI software solution, which can be deployed either as an integrated browser extension or as a dedicated web application. It automatically generates personalized responses to incoming text inquiries, which are subsequently reviewed by a clinical staff member.
The trained algorithm ensures that the inquiry’s subject aligns with the clinic’s area of expertise, accurately identifying the intent, questions, and tone of the message to craft highly tailored, ready-to-send replies without providing medical advice.
Users can further enhance response quality by adding clinic-specific information into the solution’s data layer.
With deeper integration into clinic systems, such as Customer Relationship Management (CRM) platforms, the solution delivers an even more seamless
and efficient user experience.
Team Setup & Collaboration
The working mode was predominantly remote, spanning across teams in Germany, Poland, the USA and India, with selected in-person meetings for key events such as the project kickoff and PI planning sessions.
The collaboration was structured into a business team and a product Scrum team, working in parallel to ensure both the development of the solution and the go-to-market strategy were aligned. While the Scrum team focused on agile development, the business team conducted early interviews with potential customers (clinic staff) to gather requirements and integrate the solution seamlessly into their daily workflows.
During the early pilot phase, we consistently gathered valuable insights, which we incorporated into our solution
as we progressed.
Value-add
High user satisfaction rating for the GenAI solution
>50%
Reduction in response
time to incoming inquiries
>20%
Of clinics indicated a conversion rate increase already during the pilot phase
Project Sponsor
DevelopX played a crucial role in delivering a high-quality GenAI solution within an exceptionally short time frame. They quickly grasped our needs and the specific requirements of operating in a highly regulated environment. Their professional yet humble work ethic led to a successful pilot that exceeded our expectations. We are extremely satisfied with the collaboration and the tangible results achieved.
Gerhard Campenhausen
Senior Manager Business Development
Team Behind the Project
Sebastian Dabkowski
Lead Architect
Chris Heeg
Partner
Lars Krahnstöver
Business Lead
Krzysztof Sowa
Tech Lead
Sean Dietrich
Business Architect
Moritz Moerke
Business Architect
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