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An Industry First, TheKey Leverages AI & Existing Data to Efficiently Deliver Care Insights
The Customer
TheKey is the largest, and most trusted in-home care provider in the US. TheKey is reimagining and elevating long-term aging at home—driving innovation in the industry to help more older adults get the services and tools they need to age well, where, and how they want. Since 2002, TheKey has provided personalized care to 120K clients and counting. Across 110 locations, TheKey provides over 15 million hours of care annually.
We had already developed an application platform with an API backend, but what we lacked was the knowledge of how to train a Gen AI model. With the new AI solution, we wanted to achieve a scalable platform with scaffolding in place to incorporate to our API existing backend.
Scalable & Measurable AI Solutions
Wursta enabled TheKey to develop a scalable platform with a quantifiable QA process
AI-Driven Summaries
Automatically updating families on patient care notes
The Challenge
TheKey has developed a proprietary TheKey app that provides insight into clients’ care so loved ones are informed and have peace of mind. Currently, the App provides users with access to Care Team contact information, visit schedules, billing, and limited care details.
After visiting clients, care providers make notations in the App, but the notes are typically very brief. Additionally, notes were not easily accessible by family members. In order to learn about their loved one’s day, family members needed to call and speak with someone in the office.
TheKey sought to use the data within the existing notes to create a comprehensive picture of the care provided, summarizing a client’s day in a pleasant, understandable form.
The Solution
Wursta developed a file containing hundreds of rows of training data, with each row consisting of three parts: the raw shift note, detailed instructions for the model on how to process the note, and an example of the polished note as the ideal output. This data was fed into Vertex AI for training, providing comprehensive examples to ensure precise tuning for handling future raw notes.
“We were able to integrate what Wursta had built seamlessly through an API. The solution turned out great. Wursta’s architects were very complementary to where we have gaps in our knowledge.”
The Results
TheKey is the first in the industry to offer such comprehensive insights. No other care providers offer anything comparable. Mr. Narciso describes the new AI solution as, “Leveling up, consistent with our mission to transform home care through our human-centered, technology-powered model. The new AI summary solution we’ve created with Wursta closes the gap between the services we provide and our clients’ families.”
The company first launched the new AI summary solution within the Care Team App in order to conduct comprehensive testing. However, as some of TheKey offices had reservations, such as concerns about AI hallucinations, it was important that the staff felt comfortable. As part of the rollout, TheKey has established a quantifiable scale to measure the AI output and tune the models. “With this QA process, we can ensure both that the results are accurate, and the team achieves a high level of comfort,” explained Mr. Narciso.
TheKey plans to expand the use of Google AI to build additional solutions such as sentiment analysis.