AI case study

Included HealthCare navigation

Rigid decision trees needed seven questions to spot a chest pain emergency. Dot catches it on turn one and adapts to each member's context.

Published

Key results

High-Risk Detection Rate
>99%
Clinical Routing Accuracy
>95%
Chat Engagement Increase
75%

Result highlights

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The story

Context

An all-in-one healthcare navigation platform connecting employer and health plan members with virtual primary care, behavioral health, urgent care, specialty care, and third-party employer benefits.

Challenge

Healthcare navigation requires understanding what a member actually needs, not just what they ask for: a coverage question for an artery scan can...

Solution
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Quotes

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The company

Included Health logo

Included Health

includedhealth.com

Virtual care and health navigation platform for employers and members.

IndustryHealthcare Providers
LocationSan Francisco, CA, USA
Employees1K-5K
Founded2022

The vendor

Framework and developer platform for building LLM-powered applications.

IndustrySoftware & Platforms
LocationSan Francisco, CA, USA
Employees11-50
Founded2022

Use case

Included Health's Care navigation is part of this use case:

Agentic Customer Service
74 case studies(+24% YoY)
Proven impact?
LowModerateVery Strong
8.5Very strong
11.7Very strongwithin Healthcare Providers
1.7Lowwithin Product Engineering

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