30 min
VRTAC-QM Manager Minute: Using AI so VR Staff can Better Navigate All the Requirements - Washington General Manager Minute-brought to you by the VR Technical Assistance Center for Quality Management
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- Management
In the studio today are Cassie Villegas, Outgoing Interim Director of Washington General, and Sven Akerman Jr, a contractor from Outlook Insight with Washington General.
You can find out how Washington General empowers staff with an integrated AI tool that does the heavy lifting when researching policies, regulations, and RSA requirements, freeing staff to focus on providing quality services.
Listen Here
Full Transcript:
{Music}
Sven: Our team was presented with a challenge from DVR. They had a 767 page customer service manual, but it was really kind of difficult to find answers quickly.
Cassie: You can go right in and find your answer, and I found it in 0.2 seconds rather than two hours. Coming through all of the different policies or regulations.
Sven: I see this more as enablement capabilities as opposed to replacement capabilities to where, like Cassie was saying, get back to focusing on what you really want to do, not what you have to do.
Cassie: Now, I don't think our staff could live without it. If we tried to pull it back now, there'd probably be mayhem.
Intro Voice: Manager Minute brought to you by the VRTAC for Quality Management, Conversations powered by VR, one manager at a time, one minute at a time. Here is your host Carol Pankow.
Carol: Well, welcome to the manager minute. Joining me in the studio today is Cassie Villegas, outgoing interim director Washington general, and Sven Ackerman, junior contractor from Outlook Insight who is working with Washington General. So thanks for being here, you guys. Sven, how is it going in Washington?
Sven: Well, things are fantastic heating up and, uh, well, not heating up. It's actually getting wetter. But it's a beautiful time to be in business for Washington.
Carol: Excellent. And, Cassie, how are you doing? I know you're the outgoing interim director. Hopefully you're going somewhere good.
Cassie: Yeah, absolutely. Things are winding down here for me in terms of VR, but starting to wind up for the next step. So yeah, pretty excited.
Carol: Good for you. Good for you. Well, thanks for joining me. We are going to have a very interesting conversation today about artificial intelligence or AI as it is commonly known. And artificial intelligence has been all over the news this summer and fall. I think about the Hollywood SAG-AFTRA strike. CEO Sam Altman with OpenAI. And in a nutshell, artificial intelligence is a simulation of human intelligence processes by machines, especially computer systems. And so when I was preparing for the podcast, I started making a list of AI in my life. I'm like, okay, what things are considered AI and it really is all around us. And I know we think it's this other big thing there, but it's here, it's everywhere right now. And I thought about my virtual assistants Siri and Alexa, the facial recognition when I go to the airport, I use CLEAR. So they're looking at my eyeballs to, you know, get my identity spam filters. You think about the algorithms in your Google search, driving my car with driver assisted technology and so many more. And I think there's a tendency for people to kind of go to that dark place. They conjure up all the dark things I could do. And you think about machines are becoming humans, and you look back at movies like The Terminator or War Games, Space Odyssey, and there are definitely valid concerns. You know, we've heard in the news as of late where individuals are cloning your voice, you know, and they're sending it to your grandma and asking for a ransom note or something like that. So as with all things that are new, you know, there's always this balance. And so when I think of AI, I always think of things like it being really cutting edge, which, sorry to say, I'm not always associating with VR, you know? And much to my surprise, I come across this article about how you guys are using this in Washington. So we have to dig in. I'm super excited. So,
In the studio today are Cassie Villegas, Outgoing Interim Director of Washington General, and Sven Akerman Jr, a contractor from Outlook Insight with Washington General.
You can find out how Washington General empowers staff with an integrated AI tool that does the heavy lifting when researching policies, regulations, and RSA requirements, freeing staff to focus on providing quality services.
Listen Here
Full Transcript:
{Music}
Sven: Our team was presented with a challenge from DVR. They had a 767 page customer service manual, but it was really kind of difficult to find answers quickly.
Cassie: You can go right in and find your answer, and I found it in 0.2 seconds rather than two hours. Coming through all of the different policies or regulations.
Sven: I see this more as enablement capabilities as opposed to replacement capabilities to where, like Cassie was saying, get back to focusing on what you really want to do, not what you have to do.
Cassie: Now, I don't think our staff could live without it. If we tried to pull it back now, there'd probably be mayhem.
Intro Voice: Manager Minute brought to you by the VRTAC for Quality Management, Conversations powered by VR, one manager at a time, one minute at a time. Here is your host Carol Pankow.
Carol: Well, welcome to the manager minute. Joining me in the studio today is Cassie Villegas, outgoing interim director Washington general, and Sven Ackerman, junior contractor from Outlook Insight who is working with Washington General. So thanks for being here, you guys. Sven, how is it going in Washington?
Sven: Well, things are fantastic heating up and, uh, well, not heating up. It's actually getting wetter. But it's a beautiful time to be in business for Washington.
Carol: Excellent. And, Cassie, how are you doing? I know you're the outgoing interim director. Hopefully you're going somewhere good.
Cassie: Yeah, absolutely. Things are winding down here for me in terms of VR, but starting to wind up for the next step. So yeah, pretty excited.
Carol: Good for you. Good for you. Well, thanks for joining me. We are going to have a very interesting conversation today about artificial intelligence or AI as it is commonly known. And artificial intelligence has been all over the news this summer and fall. I think about the Hollywood SAG-AFTRA strike. CEO Sam Altman with OpenAI. And in a nutshell, artificial intelligence is a simulation of human intelligence processes by machines, especially computer systems. And so when I was preparing for the podcast, I started making a list of AI in my life. I'm like, okay, what things are considered AI and it really is all around us. And I know we think it's this other big thing there, but it's here, it's everywhere right now. And I thought about my virtual assistants Siri and Alexa, the facial recognition when I go to the airport, I use CLEAR. So they're looking at my eyeballs to, you know, get my identity spam filters. You think about the algorithms in your Google search, driving my car with driver assisted technology and so many more. And I think there's a tendency for people to kind of go to that dark place. They conjure up all the dark things I could do. And you think about machines are becoming humans, and you look back at movies like The Terminator or War Games, Space Odyssey, and there are definitely valid concerns. You know, we've heard in the news as of late where individuals are cloning your voice, you know, and they're sending it to your grandma and asking for a ransom note or something like that. So as with all things that are new, you know, there's always this balance. And so when I think of AI, I always think of things like it being really cutting edge, which, sorry to say, I'm not always associating with VR, you know? And much to my surprise, I come across this article about how you guys are using this in Washington. So we have to dig in. I'm super excited. So,
30 min