Providence Health

Green and blue cross logo with the word 'Providence' below it.

AI Chatbot Design

Client: Providence Health
Role: Bilingual Principal Conversation Designer and AI Trainer
Tools & Technologies: Large Language Models (LLMs), ChatGPT, Prompt Engineering, NLP, English & Spanish Style Guides

Challenge

Providence Health sought to improve its digital patient engagement through an intelligent, bilingual chatbot that could serve both English and Spanish-speaking users effectively. Also, the existing English chatbot needed refinement for grammar and tone.

Solution

I led the design and development of a Spanish-language chatbot from the ground up, leveraging LLMs and prompt engineering strategies. Simultaneously, I reengineered the existing English chatbot to improve grammatical accuracy and user engagement. I created and maintained detailed style guides and a bilingual glossary to ensure consistency, accessibility, and cultural relevance across languages.

  • Partnered with engineers to fine-tune prompt performance using ChatGPT.

  • Authored and enforced tone-of-voice guidelines to align with the organization’s healthcare communication standards.

  • Ensured seamless experience parity between the English and Spanish chatbot flows.

  • Collaborated cross-functionally to test and iterate based on user data and performance metrics.

Results

  • Enhanced the English chatbot’s effectiveness and accuracy, improving patient satisfaction and comprehension.

  • Established foundational linguistic resources (style guides and glossary) for ongoing content scalability and multilingual expansion.

Impact

This work contributed to Providence Health’s broader mission of equitable healthcare access and digital transformation, empowering diverse users to navigate services confidently.