SlideShare a Scribd company logo
Data, Artificial Intelligence, and Analytics
for Star Rating Success
Jeff Fritz
Chief Executive Officer
Revel
Chris Westphal
Director, Clinical Business Integrity and Solutions
UnitedHealthcare
Amara’s Law
We tend to overestimate the effect of a
technology in the short run and
underestimate the effect in the long run.
- Roy Amara
Healthcare is like Garmin in the 90’s
It’s time to transition
Healthcare Data is Isolated
ClaimsClinical Rx
Patient
Reported
Even an Individual Category has Challenges
Claims
This is What
We Need Analytics
Value
Claims
Clinical
Rx
Patient
Reported
Natural Language
Processing (NLP)
Moving from WHAT is being said to HOW it is being said.
Response
Sentiment
Theme
Categorization
Topic
WHAT
Source: International Journal of Science Technology and Management
http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf
Authentication examples: Twilio, Nice
Moving from WHAT is being said to HOW it is being said.
Tone
Enunciation
Pitch
Emotion
Patterns
Authentication
Response
Sentiment
Theme
Categorization
Topic
WHAT HOW
+
Source: International Journal of Science Technology and Management
http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf
Authentication examples: Twilio, Nice
Text analysis tools are smart enough to determine written context.
Example: https://cloud.google.com/natural-language/
Text analysis tools smart enough to determine written context.
Example: https://cloud.google.com/natural-language/
Allows analytics routing to take appropriate action steps.
I have been depressed, lately.
My mouth has been really dry, even
though I’m drinking lots of water.
Physiological
Psychological
Analyzing the TONE of the response should drive action taken.
Stressing a particular WORD in a phrase can completely
change the message.
Stressing a particular WORD in a phrase can completely
change the message.
Combine Traditional with New NLP methods
to drive Star Ratings
+
What How
+“This is taking too long.” Frustration
Combine Traditional with New NLP methods
to drive Star Ratings
What How
+“Yes?” Sense confusion
Combine Traditional with New NLP methods
to drive Star Ratings
+ =
What How
+“I don’t think so.” Sense Hesitation
Enable NLP Analytics through mix of data science tools and APIs.
HOW - Analyze the sonic profile.WHAT - Analyze words/tokens.
+
Sources:
International Journal of Science Technology and Management
http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf
http://www.beyondverbal.com/api/
https://www.nice.com/engage/customer-analytics/speech-analytics
Sources:
https://cloud.google.com/natural-language/
https://aws.amazon.com/amazon-ai/
Enable via:
Vendors: eg.
BeyondVerbal,
Nice
R packages:
tuner, seewave,
playitbyr, &
audiolyzR
Google NLP
API
Amazon Lex,
Amazon
Polly
Python NLTK
R – NLP
Remember to Empathize
Trust is Earned, not Assumed
Focus on the Member
Focus on Data
Reduce Complexity
Join the health engagement revolution
revel-health.com

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Data, Artificial Intelligence, and Analytics for Star Rating Success

  • 1. Data, Artificial Intelligence, and Analytics for Star Rating Success
  • 2. Jeff Fritz Chief Executive Officer Revel Chris Westphal Director, Clinical Business Integrity and Solutions UnitedHealthcare
  • 3. Amara’s Law We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run. - Roy Amara
  • 4.
  • 5. Healthcare is like Garmin in the 90’s It’s time to transition
  • 6. Healthcare Data is Isolated ClaimsClinical Rx Patient Reported
  • 7. Even an Individual Category has Challenges Claims
  • 8. This is What We Need Analytics Value Claims Clinical Rx Patient Reported
  • 10. Moving from WHAT is being said to HOW it is being said. Response Sentiment Theme Categorization Topic WHAT Source: International Journal of Science Technology and Management http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf Authentication examples: Twilio, Nice
  • 11. Moving from WHAT is being said to HOW it is being said. Tone Enunciation Pitch Emotion Patterns Authentication Response Sentiment Theme Categorization Topic WHAT HOW + Source: International Journal of Science Technology and Management http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf Authentication examples: Twilio, Nice
  • 12. Text analysis tools are smart enough to determine written context. Example: https://cloud.google.com/natural-language/
  • 13. Text analysis tools smart enough to determine written context. Example: https://cloud.google.com/natural-language/
  • 14. Allows analytics routing to take appropriate action steps. I have been depressed, lately. My mouth has been really dry, even though I’m drinking lots of water. Physiological Psychological
  • 15. Analyzing the TONE of the response should drive action taken.
  • 16. Stressing a particular WORD in a phrase can completely change the message.
  • 17. Stressing a particular WORD in a phrase can completely change the message.
  • 18. Combine Traditional with New NLP methods to drive Star Ratings + What How +“This is taking too long.” Frustration
  • 19. Combine Traditional with New NLP methods to drive Star Ratings What How +“Yes?” Sense confusion
  • 20. Combine Traditional with New NLP methods to drive Star Ratings + = What How +“I don’t think so.” Sense Hesitation
  • 21. Enable NLP Analytics through mix of data science tools and APIs. HOW - Analyze the sonic profile.WHAT - Analyze words/tokens. + Sources: International Journal of Science Technology and Management http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf http://www.beyondverbal.com/api/ https://www.nice.com/engage/customer-analytics/speech-analytics Sources: https://cloud.google.com/natural-language/ https://aws.amazon.com/amazon-ai/ Enable via: Vendors: eg. BeyondVerbal, Nice R packages: tuner, seewave, playitbyr, & audiolyzR Google NLP API Amazon Lex, Amazon Polly Python NLTK R – NLP
  • 22. Remember to Empathize Trust is Earned, not Assumed
  • 23. Focus on the Member Focus on Data Reduce Complexity
  • 24. Join the health engagement revolution revel-health.com