A leading healthcare group in Asia, managing over half a million patient interactions each month, struggled to keep pace with the growing flood of daily emails. Staff were overwhelmed by messages from patients, suppliers and regulatory bodies, making it difficult to prioritize urgent requests and maintain response accuracy.

Manual sorting and triaging consumed hours, while the risk of overlooking critical messages increased. The organization needed a secure and scalable solution that could simplify workflows without compromising compliance.

The Challenge

• High Email Volume: Over 1,000 inbound emails every day from multiple departments.
• Delayed Responses: Urgent patient and regulatory messages hidden under routine communication.
• Disconnected Systems: No integration between email and EMR or CRM platforms.
• Staff Burnout: Repetitive manual triaging affected morale and productivity.
• Compliance Risks: The need to maintain HIPAA and PII standards at all times.

The Solution — AIUN Smart AI Email Assistant

To solve these challenges, the group deployed AIUN’s Smart AI Email Assistant, a context-aware, healthcare-trained AI solution designed for compliant automation. Built with on-premise retrieval-augmented generation (RAG) and healthcare-specific large language models, it detects urgency, drafts context-relevant replies and summarizes long threads within seconds.

Key Capabilities:

• Automatically flags critical patient emails and alerts relevant departments
• Connects with EMR, CRM, and compliance dashboards
• Generates human-like, compliant responses instantly
• Summarizes conversations into actionable briefs

Implementation Highlights:

• Go-live in three weeks across six business units
• Complete audit logs for regulatory review
• Staff trained under a human-in-the-loop model
• Configured for HIPAA and regional PII laws

Measurable Results

• 60% faster responses to urgent emails
• Zero compliance violations under HIPAA frameworks
• Three-times email capacity with no additional staff
• 30% reduction in manual workload
• 50% less meeting prep time through AI-generated summaries

Conclusion

With AIUN’s Smart AI Email Assistant, communication shifted from a bottleneck to a strategic asset. Staff now focus on high-value tasks while AI ensures timely, secure and compliant responses. The healthcare group set a benchmark for digital efficiency and patient experience.