GenAI POC for Baptist Care
As a leading not-for-profit Christian-based care organisation, Baptist Care has been delivering exceptional, person-focused care to older Australians and people living with disadvantage since 1944. Its team of over 6,000 employees and 600 volunteers are committed to transforming lives, seeing every individual live well through a wide range of services, including residential aged care, BaptistCare at home, retirement living, and community services and housing.
The Challenge
BaptistCare faced a significant challenge with its Policies & Procedures management, particularly concerning teams’ efficiency and user experience. With the intranet powered by SharePoint, users were struggling with the search functionality, leading to complaints about undiscovered documents or even uncertainty about their existence. These documents were critical control documents, serving as guardrails for the organisation. The need was identified to understand how GenAI could be leveraged to improve the policies' discoverability and save time and resources while improving usability.
The Solution
To address the challenge, BaptistCare initiated a Proof of Concept (POC) in partnership with QTX, involving building and training a model with all the organisation's policies. The team then built a Minimum Viable Product (MVP) and deployed it to beta users. Users were encouraged to provide feedback by indicating their likes and dislikes and explanations for their dislikes. Over two months, 397 requests were made by 50 users, with 43 dislikes, surpassing the initial target. Additionally, 36 users engaged with the chatbot, indicating a positive response to the solution. This demonstrated that the GenAI solution was effective, and there was a strong interest in leveraging more of its capabilities.
The QTX Approach
During the implementation, the engaged QTX team proved very responsive and quick to learn about BaptistCare's specific needs while building the GenAI model. The team recognised the importance of investing in architecture-level expertise in the GenAI space, ensuring a robust foundation for future advancements. Notably, the QTX approach gathered unanimous approval, with stakeholders aligning on the proposed scope and approach. Clear communication and planning paved the way for seamless implementation, setting the stage for continued innovation in policy management at BaptistCare.
By leveraging GenAI, BaptistCare successfully addressed document discoverability, significantly improving the efficiency and user experience related to Policies & Procedures management. The positive response from users and stakeholders indicated a strong foundation for future enhancements and demonstrated the potential of GenAI in solving complex organisational challenges. Moving forward, BaptistCare is poised to leverage its newfound capabilities to drive efficiency and compliance across the organisation, setting a precedent for innovation in the industry.