Case studies Healthcare
An omnichannel service agent for a fast-growing health services group
A healthcare transport company serving 5 million people
65%reduction in customer service agent spend in year one
80%
Of queries handled by the agent
19%
Better first-call resolution
The challenge
After three years of 60% annual growth, the company faced a surge of customer enquiries that its contact centre could not absorb: around 50,000 interactions a day across its website and SMS. It needed an intelligent service channel that could book, answer and escalate on every channel its customers used.
What we built
- A generative AI agent handles enquiries, bookings and service orders across web, mobile, WhatsApp and SMS, around the clock.
- Fifteen service flows, from identity verification to ride retrieval and cancellation, guided step by step on desktop and mobile.
- Customers book by text or voice, and receive real-time updates.
- Complex cases transfer to live agents with full context.
The results
- 24/7 instant responses with minimal wait times.
- Fewer FTEs required in the call centre and help desk.
- SLAs improved through faster resolution.
Related work.
40%reduction in case resolution time
An agentic customer service hub for a global pharmaceutical company
A global pharmaceutical company
82%of queries answered by the agent, with 90% accuracy
A knowledge agent for a specialised medical devices provider
A specialised medical devices provider
+2 ptscustomer satisfaction gain in the first six months
Voice-of-the-patient insights for a large US healthcare network
A US healthcare network with 27 hospitals across five states
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