Matthew Woo, Co Founder and Head of Product at Summer Health joins the thinksquad, aka Danielle and Nikhil to unpack how Summer Health builds an AI first company. He breaks down how they think through operationalizing AI, instilling an AI first culture throughout their team and how you can start applying it now.
This episode is sponsored by Out of Pocket, because no one is prouder than us than us.
You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center and Healthcare 101).
Referenced websites:
OpenAI Customer Story:
https://openai.com/customer-stories/summer-health
---
Hosts:
Nikhil Krishnan (twitter)
Danielle Poreh (linkedin)
Guest:
Matthew Woo (LinkedIn)
--
Timestamps
(00:00) Intro to Matthew
(02:10) About Summer Health
(03:04) Achieving SLA for SMS Response Time
(04:28) Evolution of SLA and Scaling
(05:55) Improving SLA through Staffing and Routing
(08:42) Managing On-Call Operations
(09:36) AI Integration in Healthcare
(16:19) Adopting GPT Models in Summer Health
(19:44) Process of Obtaining a BAA with OpenAI
(21:29) Availability and Cost of BAAs
(23:49) Exploring Other Large Language Models
(26:34) Designing Effective Prompts for AI
(29:53) Embedding AI in Company Operations
(32:43) AI Tools and Workflow Optimization
(36:51) Expanding to Multimodal AI
(43:02) Scoring Empathy in Conversations
(44:44) Choosing the Right Problems for AI
(46:09) Bringing AI into an Organization
(47:07) Starting Small and Proving Use Cases
(48:05) Implementing AI into Clinical Workflow
(49:03) Monitoring and Reviewing AI Output
(50:01) Doctor's Excitement and Adoption of AI
(51:27) Takeaways
