Case
From 50% to 98% accuracy: how Hartmann transformed its medical chatbot with AI
Table of contents
Client & sector context
Hartmann Group, founded in 1818, is a global pioneer in healthcare and hygiene solutions. From wound management to personal healthcare, the company operates in over 100 countries and is known for its commitment to innovation and patient well-being. In 2024, Hartmann wanted to push further into AI to improve customer interactions in a highly regulated industry.
Challenge
Hartmann had developed an AI-driven chatbot, “Eva,” designed to provide product recommendations and medical information for wound care. However, Eva’s accuracy rate stalled at just 50%, leaving patients and healthcare professionals with inconsistent and sometimes unusable answers. The challenge was clear: how to transform Eva into a trustworthy, compliant, and high-performing digital assistant that could operate reliably in a global healthcare context.
Approach & solution
Dignify was brought in to audit and improve Eva. We applied a phased improvement roadmap:
- Audit & analysis: Identified six critical performance blockers in the existing setup.
- Redefined scope: Narrowed focus to the most relevant medical documents and websites, immediately lifting accuracy to 80%.
- AI enrichment: Introduced retrieval-augmented generation (RAG) with vector databases, enabling contextual answers at both document and section level.
- Noise reduction & refinement: Reduced irrelevant responses and optimized context layering, achieving a final accuracy rate of 98%.
Throughout the process, compliance reviews and internal testing ensured safety and reliability. After just eight weeks, the chatbot passed all compliance checks and went live in August 2024.
Results & impact
- Accuracy leap: From 50% to 98% in under two months.
- Compliance-proof: Fully validated and approved for use in a sensitive healthcare setting.
- Global rollout: Scalable across Hartmann’s international platforms.
- Efficiency: Reduced manual interventions, freeing up resources for higher-value tasks.
- Trust & engagement: Patients and professionals can now rely on Eva as a credible digital assistant.
Client testimonial
“Unlocking the true potential of AI isn’t just about hopping on the trend—it’s about expertise and precision. With Dignify’s guidance, we transformed our chatbot into a fully operational agent, seamlessly integrating Hartmann data and LLM comprehension. The result is a GenAI chatbot that delivers accurate answers in a highly regulated environment.”
— Tamas Balog, Global Digital Marketing and Media, Hartmann Group
Closing insights
This project shows how AI can deliver real impact in healthcare when paired with the right expertise and methodology. For companies in regulated industries, the lesson is clear: success with AI isn’t about experimentation, it’s about structure, compliance, and continuous refinement.
