The challenge
Within months of launching in 2023, easykind’s patient base had grown far beyond what two Patient Support Coordinators (PSCs) could handle. Every morning, they spent hours manually triaging the inbox, and even on their best days, the team could only promise a 24-hour response time. It was a "hustle" and "struggle" every day, according to Steph, easykind’s Head of Patient Support. Phone lines were naturally limited to 9 am - 5 pm, leaving night owl and early rise patients with nowhere to turn. Yet easykind’s goal of affordable care, delivered with five-star service, left no room for slower responses or scripted, impersonal answers. Adding headcount wasn’t a viable option, and any technology used to automate responses had to clear strict compliance hurdles: it must never reveal specific product details, it should instantly escalate tickets when patients mention potential side effects, and speak in the clinic’s warm, “mate-ish” voice. easykind needed a way to scale its service, stay compliant, and maintain its human touch without increasing the size of the Patient Support team.
The Solution
easykind turned to Lorikeet and were able to solve two key problems within weeks. First, they trained Lorikeet’s agent to triage emails from patients. Lorikeet now reads every incoming email, tags it as a Tier 1, 2, or 3 issue, and drops it directly into the right Patient Support Coordinators (PSCs) queue—eliminating the team’s daily (and previously, very manual) triage ritual. Second, “Buddie,” a customer-facing AI agent embedded in easykind’s logged-in patient experience, answers FAQs around the clock without compromising compliance rules enforced by the Australian government. Trained to operate under strict guardrails, Buddie will never mention a product by name, and if a patient reports concerning side effects, it immediately directs them to stop taking the medication, call emergency services, and escalates to a human agent. Lorikeet’s engineering team even built a Salesforce Service Cloud integration so easykind could keep its existing CX tech stack, proving that Lorikeet could move as fast as easykind needed.
The result
The impact was immediate. Email response times dropped 92% from 24 hours to roughly two. Patient Support Coordinators (PSCs) now arrive to a pre-sorted inbox and spend their day delivering five-star service instead of triaging emails. Call volume has begun trending down—patients who previously would try calling at 9 pm or 3 am can now chat with Buddie 24/7, getting answers on the spot. Steph estimates they would need four additional hires to match the new capacity autonomously handled by Buddie, a cost avoided entirely. Most important, service quality hasn’t suffered: Buddie‘s friendly, on-brand sign-offs (e.g., “So happy to help—have a great day!”) ensure patients continue to recieve human-quality support without putting compliance at risk. In short, easykind gained a 24/7 support arm, protected its five-star reputation, and freed its team to focus on higher-value patient care — all without adding headcount.
