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When organizations deploy a digital workforce—such as AI-powered avatars or digital assistants—the immediate benefits are often framed in terms of efficiency, consistency, and 24/7 availability. But there’s another, frequently overlooked advantage: the rich stream of analytics and insights these digital agents generate.

Every interaction between a digital avatar and a patient, visitor, or customer is a data point. Over time, these interactions form a powerful narrative—one that reveals patterns in behavior, unmet needs, and opportunities for service improvement. At Princess Alexandra Hospital, for example, our digital avatar not only assists visitors in navigating the facility but also provides the hospital with actionable insights that were previously invisible.

From identifying peak usage times to uncovering frequently asked questions that weren’t on anyone’s radar, the data collected by a digital workforce can help organizations make smarter, more informed decisions. In this post, we’ll explore the types of analytics you can expect, how they’re used in real-world deployments, and why they’re a game-changer for patient and visitor experience.

What Kind of Analytics Can a Digital Workforce Provide?

Deploying a digital workforce isn’t just about automating tasks—it’s about unlocking a new layer of operational intelligence. Every interaction between a digital avatar and a user generates data that can be analyzed and drive continuous improvement. Here are some of the most valuable types of analytics you can expect:

1. Usage Metrics: When and How Often Are Avatars Used?

Understanding how often your digital workforce is engaged helps you measure adoption and identify peak usage times. For example, at Princess Alexandra Hospital, we track:

• Total number of interactions per day, week, or month
• Usage patterns during staffed vs. unstaffed hours
• Total number of unanswered questions helps identify knowledge gaps and prioritize updates to the avatar's responses. 

These insights help demonstrate the avatar’s value, especially during times when human support isn’t available, and they also guide continuous improvement of the digital assistant's capabilities.

2. Destination & Request Trends: What Are People Asking For?

By analyzing the most frequently requested destinations or services, organizations can better understand what matters most to their visitors. This includes:

• Top-requested wards, clinics, or departments
• Common navigation paths
• Seasonal or time-based spikes in certain requests

This data can inform everything from signage improvements to staffing decisions.

3. Knowledge Gaps: What Questions Go Unanswered?

Every time a user asks a question that the avatar can’t answer, it’s an opportunity to improve. We review these interactions to:

• Identify new or unexpected questions
• Highlight gaps in the knowledge base
• Recommend content updates to better serve users

This feedback loop ensures the avatar becomes smarter and more helpful over time.

4. Actionable Recommendations: What Should You Do Next?

Beyond raw data, we provide clients with tailored recommendations based on usage trends. These might include:

• Expanding the avatar’s knowledge base
• Adjusting volunteer staffing schedules
• Enhancing wayfinding signage in high-traffic areas

These insights help organizations make informed decisions that directly improve the user experience.

Case Study: Real-World Impact at Princess Alexandra Hospital

At Princess Alexandra Hospital, the deployment of their avatar, Alex, has done more than just assist patients and visitors—she has provided the hospital with a new lens into how people navigate and experience their environment.

By analyzing monthly usage reports, the hospital has gained insights such as:

• An average of over 800 questions answered in a month, with clear peaks during times when the human volunteer desk was unmanned.
• A breakdown of top-requested destinations, including specific wards, clinics, and amenities—data that helps inform signage and staffing decisions.
• Identification of unanswered questions, which led to targeted updates in the avatar’s knowledge base, ensuring it becomes more helpful over time.
• Evidence that the avatar is filling critical service gaps, especially during off-hours or when human volunteers are unavailable.

These insights have empowered hospital staff to make data-driven decisions that improve both operational efficiency and the patient experience. What’s more, the analytics have surfaced questions and concerns that weren’t previously on the hospital’s radar—giving them a deeper understanding of what matters most to their visitors.

“Alex answers questions and provides the same information we do!”
— volunteer at Princess Alexandra Hospital NHS Trust

Conclusion: Turning Interactions into Intelligence

A digital workforce does more than just answer questions—it listens, learns, and reveals what truly matters to the people it serves. From usage patterns and destination trends to knowledge gaps and actionable recommendations, the insights gained from digital avatars can drive smarter decisions and more responsive services.

At Princess Alexandra Hospital, these analytics have helped bridge the gap between human and digital support, ensuring that patients and visitors receive consistent, informed assistance—no matter the time of day. And as the avatar continues to learn, so too does the organization.

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Ready to Discover What Your Digital Workforce Can Reveal?

If you're already using a digital assistant—or considering one—ask yourself: What could you learn from every interaction? The data is there. The insights are waiting. And we’re here to help you uncover them.

 Let’s talk about how a digital workforce can transform your operations and your understanding of the people you serve.