The challenge
They'd tried off-the-shelf chatbots. Patients hated them. The bots couldn't handle anything beyond 'what are your hours?' and routing to a human took just as long as calling in the first place.
Case study
Northside Medical AI Assistant
Northside Medical Group has 12 clinics and was drowning in phone calls. Appointment scheduling, prescription refills, basic questions—all handled by humans who could have been doing higher-value work.
4 monthsHealthcareMarketing & Sales
AI Handled
80%
Response Time
Instant
Higher CSAT
25%
Our solution
Built a custom AI assistant using GPT-4, trained on their specific workflows and policies. But the key was the fallback logic—when the AI isn't confident, it escalates smoothly to staff instead of frustrating patients.
Results
Outcomes that changed the operating picture.
80% of inquiries handled by AI
Response time: instant vs. 15+ minute hold
Staff freed up for patient care
Patient satisfaction scores up 25%
Technology stack
Frontend
ReactTypeScript
Backend
PythonFastAPIPostgreSQL
Cloud
AWSLambdaDynamoDB
Other
OpenAI GPT-4TwilioSendGrid
