To launch its innovative online medical resource, 1DOC3 engaged a large network of doctors to field health questions. As the service became increasingly popular, the company needed a more efficient way to process user queries.
Integrating the IBM Watson Natural Language Classifier service running on the IBM Cloud, the 1DOC3 portal now quickly fields repeat questions and routes new requests to specialists.
99%cost reduction by minimizing the time and resources needed to operate the 1DOC3 portal
Enhancesthe user experience with targeted, multilayered content delivered in response to queries in real time
Improvesservice delivery to customers 1DOC3 works with in the health industry
Business challenge story
Seeking a faster way to field online queriesTo launch its innovative online medical resource, 1DOC3 engaged a large network of doctors to field health queries submitted through the site. As the service caught on with web users across Latin America, the platform became increasingly unwieldy and costly to support.“We were receiving so many questions that we had to find some kind of method for classifying the queries,” says chief executive officer Javier Cardona. “We needed a way to better manage the investment of time required from our doctors. And we wanted to enhance the user experience we were providing.”
Integrating IBM Watson cognitive technology
With the IBM Watson Natural Language Classifier service running on IBM Cloud, 1DOC3 created a cognitive platform that categorizes user queries in real time, delivering targeted content for repeat questions and routing new requests to medical specialists in the appropriate fields. “We’re now operating with a team of just around 20 doctors,” says Cardona. “And we’ve been creating more content so that along with answers to their queries, users get related articles and videos. The platform builds a page for each user, based on the question typed.”
Cutting costs and improving serviceBy reducing the time and resources needed to operate its portal, 1DOC3 also slashed expenses, driving down costs by 99 percent. And by delivering targeted, multilayered content, the company improves the experience its site provides. “With Watson, our user experience is much better,” says Cardona. “The main indicator is the number of return visits to our site. If you start using our platform, you keep using our platform.”Additionally, 1DOC3 is well-positioned to serve customers as a data provider. “We provide anonymous data to different players in the health industry,” says Cardona. “For example, we help government organizations shape public policy by giving them insight into what people want to know about their health. Now our data is already categorized so it’s easier to serve these customers.”
Founded in 2014 and based in Bogotá, Colombia, 1DOC3 formed to address the scarcity of trustworthy medical content available to Spanish-speaking web users. Teaming with doctors throughout Colombia, the company created an online portal that fields anonymous health queries in real time.
- IBM Bluemix