A chat agent that answers any plan question in seconds from one trusted source of truth — so teams stop hunting through documents and start helping members faster.
In delivery
Care teams answered plan questions by digging through scattered documents and PDFs — slow, inconsistent, and frustrating on a live call. Pisteyo delivered the Plan Chat Agent: teams ask a question in plain language and get the right answer in seconds, drawn from a single source of truth for plan names and documents. Lookups that used to interrupt a call now resolve instantly.
The organization is a healthcare provider whose care teams — in-house and outsourced — answer member and provider questions every day, many of which come down to one thing: what does this plan actually cover? Answering well means finding the right, current plan document fast — and across many plans and document versions, that lookup had become a real drag on every interaction.
Plan information lived in scattered documents and systems, with friendly plan names that didn't always match file names. To answer a question, a team member had to know where to look and which version was current — often mid-call, while the member waited. The organization asked Pisteyo to make plan answers instant and trustworthy: one source of truth, and a way to simply ask and get the right answer.
A staged delivery designed for quality, compliance, and trust — moving from scope to a production-ready capability without disrupting the business.
Agreed a single source of truth for plan names and documents, simplifying maintenance and removing conflicting copies.
Consolidated plan documents into that source, attaching them at the plan level and automating metadata extraction.
Built the Plan Chat Agent so teams can ask plan questions conversationally and get accurate, sourced answers in seconds.
Enabled a direct link to the exact document when a team member needs the source.
Built a fallback validation path — multi-layer checks across sources — to keep answers reliable during the migration.
Extended support for multi-account complexity and rolled out with training for the care teams.
The honest view: every deployment meets real-world constraints. Here is what was hard, and the deliberate choices that kept quality high and risk low.
Consolidating documents needed internal sign-off. Pisteyo built a fallback validation prototype so progress didn't stall while approvals were sought.
Friendly plan names didn't match file names. The team automated mapping and metadata so the right document is always returned.
During consolidation, a multi-layer validation path kept answers trustworthy across sources.
Multi-account structures and document edge cases required dedicated handling before broad rollout.
Pisteyo delivered a plan-chat agent that turns a slow, manual hunt into an instant, trustworthy answer. Teams ask and get the right plan information in seconds — reclaiming the time once lost to document lookups and removing a recurring source of call delay and inconsistency.
With a trusted source of truth and a working chat layer, the agent can extend from internal support toward member- and provider-facing self-service, and to adjacent knowledge — benefits, procedures, FAQs. Because every answer is grounded in current, governed documents, the organization gains a foundation for analytics on what members and providers ask most.
From a single, governed source of truth for plan names and documents — so every team member gets the same, current answer.
They ask a plan question in plain language and get a sourced answer in seconds, with a direct link to the exact document when they need the source.
Mapping and metadata are automated, so the right document is returned even when a plan's friendly name differs from its file name.
A multi-layer validation fallback checks across sources so answers stay trustworthy while documents are consolidated.
Plan questions resolve in seconds from one trusted source, answers are consistent, and document upkeep is dramatically simpler.
The same operator-led approach — strategy, build, and measured adoption — applied to your workflows.
