Healthcare networks, hospitals, and physician practices are looking for new and better ways to leverage web and mobile technology to find, attract, and retain high-value patients. Branded virtual assistants can help executives, IT professionals, and healthcare marketers improve their competitive position and increase revenues by responding to the increasing demand for a rich, interactive, and personalized user experience.

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Health Advisor
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2. Introduction
Intelligent virtual assistants are the key to accelerating your patient engagement,
wellness participation, and eHealth initiatives.
Healthcare networks, hospitals, and physician practices are looking for new and better ways to
leverage web and mobile technology to find, attract, and retain high-value patients. Branded virtual
assistants can help executives, IT professionals, and healthcare marketers improve their
competitive position and increase revenues by responding to the increasing demand for a rich,
interactive, and personalized user experience.
Virtual assistants empower patients through the use of web and mobile based interactivity and tools
to effectively accomplish online goals. A wide range of organizations are integrating intelligent
virtual assistants as a core piece of technology to enhance the healthcare consumer experience,
increase efficiencies, energize mobile engagement, and improve wellness participation rates. In
fact, according to Gartner, by the year 2015, a virtual assistant will be a standard component of
online interactions1.
This guide reviews some market drivers which are spurring innovation in patient engagement and
wellness participation. In addition, it overviews the main capabilities of the leading virtual assistant
solution, CIVA Health Advisor.
A CIVA Guide | 2

3. Health Advisor
Intelligent Virtual Assistant Solutions
1. Strategic Patient Engagement
Leverage web and mobile to find, attract, and retain high-value patients.
2. Prevention and Disease Management
Drive down costs by increasing wellness engagement and enhancing health management capabilities.
3. Health Advisor Features
4. Customer Engagement Platform
A CIVA Guide | 3

4. 1. Strategic Patient Engagement
Leverage web and mobile to find, attract, and retain high-value patients.
Patients now seek the same level of convenience they have come to expect from online
merchants and services including the availability of web-based tools. At the same time,
healthcare providers must lower costs and increase revenues, requiring them to look for new
ways to acquire and retain patients and compete in the eHealth space.
According to a large study conducted by NCR, as more patients participate in consumer-
directed care plans, they are taking greater responsibility for their medical expenses and
overall health management. This shift has empowered today’s healthcare consumers to
exercise greater choice when selecting a healthcare provider3.
The study emphasizes the following for web self-service in healthcare:
✓ Make it fast: Providing online options can help healthcare providers meet growing patient
demand for quick and convenient interactions.
✓ Make it easy: Simplifying the process of scheduling appointments, paying bills and
completing forms increases patient satisfaction, drives revenue, and gives healthcare
providers a competitive advantage.
✓ Make it transformative: Integrate self-service solutions across multiple channels -- online,
mobile and kiosk.
Healthcare executives are exploring the same interactive tools that non-healthcare execs
perhaps take for granted. Today’s healthcare marketers realize that their website must do
more than offer a list of providers, departments, courses or diagnostic tools. It must capture
new patients by making a lasting impression through enriched features and self-service
options delivered in a personalized, engaging way. A CIVA Guide | 4
According to a study by
NCR2, “A significant
number are looking to
conduct transactions with
their healthcare provider
online or through a mobile
device.”

5. In another study by Accenture, an overwhelming 90 percent cite the web as the channel of
choice for accessing health information to help manage conditions. To underscore the
patient’s desire for self-service, many will choose the healthcare provider that offers these
solutions over one that does not4.
By providing a positive patient experience, healthcare providers can build loyalty among
existing patients while attracting new ones, resulting in increased patient volume.
Many look to the web for other self-service options, including:
‣83%want to access personal medical information.
‣72% want to book, change or cancel appointments.
‣72% percent want to request prescription refills.
The CIVA Health Advisor solution meets this paradigm shift by optimizing and differentiating
website engagement. The virtual assistant warmly greets visitors and effectively guides
patients to pertinent hospital/office information and can enhance existing search, knowledge
base, and symptom finders with conversations and props that maximize the online
experience.
A CIVA Guide | 5
Click here to watch CIVA Health
Advisor “Loretta” educate a
patient prior to the visit and take
an appointment right online.
1. Strategic Patient Engagement
Leverage web and mobile to find, attract, and retain high-value patients.

6. 2. Prevention and Disease Management
Drive down costs by increasing wellness engagement and self-management capabilities.
More than ever, organizations recognize that a healthy workforce has an important effect on
the bottom line. Wellness programs reduce healthcare costs but encouraging participation is
a challenge. In fact, according to Towers Watson, a culture of workplace health and effective
wellness and productivity programs combined with monetary incentives drives high rates of
participation. As of a 2011 report, employers that offered financial incentives for health risk
appraisals, earned a 46% employee participation rate, compared with 19% for those that do
not. Conversely, participation rates in disease management programs were low among all
respondents, regardless of financial incentives, at just 14%, and show little responsiveness
to incentives, increasing to just 16% where incentives were present5.
Although financial incentives demonstrate some impact, long-term, organizations and
insurers need to consider motivational factors that exclude or lessen reliance on these
incentives, especially when considering disease management programs. This is where the
CIVA Health Advisor can make the difference by substantially improving wellness
participation through online engagement.
A CIVA Guide | 6
According to a study by
Towers Watson6,
“Technology can also be
effective at promoting
positive peer attitudes on
health and healthy
behaviors, which behavioral
economics research
showcases as a very
effective strategy for
motivating employee
response and ultimately
being a catalyst for
behavior change.”

7. Those with chronic diseases account for over 78% of healthcare costs, and up to half those
may be in non-compliance. The primary goal of physicians and care managers is to activate
these patients and encourage them to take an active role when managing their health. Apart
from creating better health outcomes for the patient, patients who self-manage reduce
overall healthcare costs and readmission rates.
In a groundbreaking study, researchers at Point-of-Care Partners, found that when patients
used a web-based health management portal, they showed increased engagement and self-
care through pre and post patient activation scores. Additional findings revealed that a
personalized experience based on the patient’s condition will increase activation scores.
Overall, the researchers concluded that web-based intervention may result in more activated
patients who are more proficient and confident in managing their chronic conditions7.
The Health Advisor solution can further improve health outcomes by encouraging consistent
health management through emotional, personalized engagement. It’s a virtual health coach
who personally greets each patient, walks them through assessments and activities,
summarizes results, makes recommendations, explains procedures, gives advice, and
escalates to a live health coach when necessary.
A CIVA Guide | 7
Click here to watch Myra explain
the health risk assessment
process and the importance of a
good program. At the end, she
explains the report and how
participants can take the next
step to better their health.
2. Prevention and Disease Management
Drive down costs by increasing wellness engagement and self-management capabilities.

8. A CIVA Guide | 8
Key Features
‣Conversational scripts with menu driven options: Directs
users through predetermined paths without missing pertinent
health information.
‣Natural language response option: This type of technology
allows customers and the virtual assistants to use
everyday language to accomplish self-service objectives.
‣Product / Education Offers: Can recommend wellness products /
courses based on personalized data or through questionnaires.
‣Form Fill: Recognizes important data and helps consumers
and employees complete forms and applications.
‣Mobile: Delivers the experience to any device – a full 3D
experience is available on tablets, kiosks and desktops, 2D
and voice and text only is available on handheld.
‣Dialog Box Options: Choose from a range of dialog boxes that
integrate with the contact center, email, live chat, a knowledge
base, FAQ, and social media.
‣Seamless integration via a single line of code, cloud delivery:
Any website, platform, knowledge base, or CRM.
3. Health Advisor Features

9. A CIVA Guide | 9
Total choice. Total engagement.
The CIVA customer engagement platform blends 5th and 6th generation virtual
assistants with web APIs to create engaging, rich online experiences. CIVA
operates as an overlay and is delivered seamlessly to any website, CRM, or ERP
without web server tool limitations and minimal reliance on IT support — with just
one line of code.
It’s just that easy.
4. Customer Engagement Platform

10. 2D
A CIVA Guide | 10
The virtual assistant carries the persona and the intelligence driving the customer experience. Which avatar experience chosen
depends on the audience, platform or objectives.
virtual assistants
display
CIVA 2D is a non-animated two-
dimensional character. Static images
show different gestures and facial
expressions when interacting with users.
Choose speech with text or text only.
CIVA 3D is a fully animated three-
dimensional character. It will have a full
range of motion capture (mocap)
gestures and enhanced facial
expressions. Choose speech with text or
text only.
CIVA Voice is a non-character virtual
assistant that gives all of the benefits of
speech and text or text only, special
effects, and calls-to-action to accomplish
online objectives.
CIVA Text is a non-character virtual
assistant that provides text only
communication, special effects, and
calls-to-action to accomplish online
objectives.
speech
NLR or natural language response can be used in
combination with any character manifestation. Natural
language response uses sophisticated statistical
modeling to identify key phrases and looks for a match
in a list of example phrases that have known
meanings. This type of technology allows customers
and the virtual assistants to use everyday language to
accomplish self-service objectives.
CLR or conversation language response uses scripted
conversations (speech and text or text only) based on
action paths, menu driven options, and calls-to-action.
The conversations are carefully crafted to match the
organizational culture and target audience. CLR can be
used in combination with NLR to drive specific
behaviors while allowing for everyday responses from
the audience and virtual assistant.

11. A CIVA Guide | 11
Experience streams are a combination of avatars, conversational scripts, wizards, props, interactions, dialog boxes, calls-to-
action, and navigational maps. The client services team learns about your audience, goals, content, and organizational
culture. Through careful analysis, they create experience streams that reflect the brand and appeal to your customer base.
On the next few pages, each component will be reviewed in more detail.
experience streams

12. A CIVA Guide | 12
experience streams: character combos
Choose from over 500 character choices with a wide range of lifelike or cartoon males and females, varying
ages, body frames, and cultural and nationality identities. Select from almost an unlimited combination of
clothing, texture, hair, and uniforms. By custom order, 3D artists can create tailor-made motion capture or
manual gestures to match movements specific to the audience and organizational needs.

13. A CIVA Guide | 13
experience streams: videos/scenes
script import recording and animate place video “conversations” into segments
Our client services teams ensure the organizational personality comes through in the words, gestures, and expressions.
Creating conversation videos are very much like making a TV or movie production. The experience stream is comprised of a
script, professional audio, character animation, and adding those videos into proper segments.
After crafting the script and recording the scenes, the animation of the character takes place in our award-winning software
called Studio. Once the scenes are exported, they are uploaded into our proprietary development tool which enables the
client services team to program the video segments to play right on cue.

14. A CIVA Guide | 14
experience streams: wizards
Wizards entail creating guidance on an already existing form or
application or creating a new one to meet objectives. CIVA
integrates with already existing help buttons and provides
additional voice or text explanations. Customers can be walked
throughout the entire process or access CIVA only when
needed. Think of it as a second pair of eyes which encourages
users to stick with it and complete the transaction.
navigating complex
selections
lengthy application
shopping/ add-to-cart
custom questionnaire

15. A CIVA Guide | 15
The CIVA solution comes with props that illustrate intent, give instructions, emphasize multimedia, act as online tools, or
display product images.
experience streams: props

16. A CIVA Guide | 16
Dialog boxes are almost as unlimited as character choices. CIVA is able to integrate ecommerce options, serve up web
pages, provide forms, display appointment setting options, and much more. Client services ensures prominent calls-to-
action and menu options for popular navigation choices. And all boxes are branded with the logo and online color palette.
experience streams: dialog boxes

17. A CIVA Guide | 17
Calls-to-action enable customers during the self-service process or prompt them to take specific actions during the virtual
assistant conversation. The conversation is precisely timed with the call-to-action so users take next steps, learn about the
website, read important information, fill out forms, or accurately complete transactions.
experience streams: calls-to-action

18. A CIVA Guide | 18
In addition to creating engaging and interactive conversations, the client services team determines how to best optimize the
overall experience. Based on their analysis of the website and through discovery analysis with your team, they create a map
of all possible navigation pathways. In turn, this involves creating conditional conversations, options for “park” and
“unparking” conversations, idle timing and gestures, and conversation completions.
experience streams: navigational mapping

19. A CIVA Guide | 19
CIVA integrates with any knowledge base, chat, callback platforms, CRM or ERP systems. The proprietary CodeBaby
Delivery Manager (CDM) intelligently manages the virtual assistant experience by deciding which content to load, which
integration to enable, or where to interact. When necessary, the CDM can even pre-load content, thereby ensuring a
smooth, real-time experience. Additionally, all CIVA content is the last to load, so there is no website or platform conflict.
APIs and mashups
Integrates with any proprietary knowledge base, CRM, or ERP system. No IT
resource dependency. Delivered directly to the web browser via one line of
code.
Expands self-service to social media channels or other Internet enabled
services like Google Maps. Can connect users or bring those features into
the virtual assistant dialog box.
Offers multiple contact channels and escalation capabilities including live
chat, callback, callout, email, message, and appointment requests.
Interacts with website components such as forms, buttons, menus, and
navigation to engage and help users make efficient, well-informed
decisions.

20. A CIVA Guide | 20
Use the power of CodeBaby Analytics to track and measure related metrics. For in-depth analysis, there are several
detailed reports - Clicks, Keys, Pages, and Videos. The client services team in partnership with your organization sets goals
and event metrics to adhere to KPI’s at the time of CIVA provisioning. Weekly email alerts, detailed monthly, and executive
summaries are included in the CIVA subscription.
sample metrics*
‣Visitors: Views the total number of unique individuals that
accessed the website and can be tracked by CIVA.
‣Clicks: Total number of times a visitor used a CIVA optimized
interaction such as clicked a link or web page.
‣Page Views: Total number of times CIVA enabled web pages
were viewed by visitors.
‣Page Assists: Total number of times CIVA services were used.
‣Key Events: Details on goals and key events performed by
customers.
‣Videos: In-depth breakdown of all CodeBaby videos and
segments viewed by customers.
‣Impression Hours: Total time in hours CIVA was available and
viewed.
*each of these metrics can be drilled down to provide detailed reporting
managed services include:
• customized account setup
• A / B split testing
• multiple goal and key events metrics
• monthly executive summary with analysis
analytics

21. Health Advisor
Intelligent Virtual Assistant Solutions
Ready to energize online patient engagement?
Contact us for more information, for a personalized demo, or ask for an assessment that helps you provide the business case and data
points to articulate the value of implementing CIVA Health Advisor solution.
Learn More:
Go to http://codebaby.com/online-solutions/health-advisor/
Email info@codebaby.com
Sources:
1 Johan Jacobs, “Key Considerations for Virtual Assistant Selection”, Gartner, July 29, 2010 (http://www.gartner.com/id=1412520)
2 NCR Corporation, “NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions.”, NCR Corporation, 2009 (http://
c3185012.r12.cf0.rackcdn.com/v3-docs/dce76acfca9f5049329109f8fbc49365/hc_ss_consumer_resch_wp.pdf)
3 NCR Corporation, “NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions.”, NCR Corporation, 2009 (http://
c3185012.r12.cf0.rackcdn.com/v3-docs/dce76acfca9f5049329109f8fbc49365/hc_ss_consumer_resch_wp.pdf)
4 Accenture, “Is healthcare self-service online enough to satisfy patients?”, The Accenture Connected Health Pulse Survey, 2012 (http://www.accenture.com/SiteCollectionDocuments/
PDF/Accenture-Is-Healthcare-Self-Service-Online-Enough-to-Satisfy-Patients.pdf)
5 Towers Watson and National Business Group on Health, “Pathway to Health and Productivity”, 2011/2012 Staying@Work Survey ReportTM, 2011 (http://www.towerswatson.com/
assets/pdf/6031/Towers-Watson-Staying-at-Work-Report.pdf)
6 Towers Watson and National Business Group on Health, “Employer Survey on Purchasing Value in Health Care”, 2012 (http://www.towerswatson.com/assets/pdf/6556/Towers-
Watson-NBGH-2012.pdf)
7 Michael Solomon, MBA, PhD, “Effects of a Web-Based Intervention for Adults With Chronic Conditions on Patient Activation: Online Randomized Controlled Trial”, Journal of
Medical Internet Research, February 21, 2012 (http://www.jmir.org/2012/1/e32/)
A CIVA Guide | 21
© 2014 CodeBaby.com, Inc. All rights reserved.

22. A CIVA Guide | 22
© 2014 CodeBaby.com, Inc. All rights reserved.
Request a Demo
Call +1 877.334.3465
Email info@codebaby.com
Go to http://codebaby.com/online-solutions/health-advisor/
About CodeBaby:
CodeBaby Corporation is a global customer engagement technology company founded in 2001 by two Canadian physicians turned
gaming entrepreneurs (former CEOs of Bioware and executives of Electronic Arts). Leveraging emotional engagement and gaming
expertise, CodeBaby’s solutions drive engagement and retention for Fortune 500 customers within healthcare, financial services, banking,
and eCommerce. Follow us @CodeBaby.
Written and Designed by Audrey Dalton, Director of Content Marketing