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Stella Marissa
Operations at Eucalyptus
As a leading digital health provider, Eucalyptus offers products and services across multiple brands and healthcare verticals, serving a wide range of patient demographics. With hundreds of distinct support topics and varied resolution paths, they needed a strategic, data-driven approach to scale their support operations while maintaining high-quality patient experience and meeting regulatory requirements.
Eucalyptus uses Topics in Lorikeet to scan through historical customer support interactions to surface common trends and identify key drivers of volume. They were also able to identify tickets that Lorikeet was not yet trained to handle, with Unmatched Topics. This helps them understand what matters most to their customers, how frequently specific issues occur, and where Eucalyptus could further scale their support with AI.
Topics in Lorikeet continue to guide Eucalyptus as they focus on the highest-impact support areas for their patients. Unmatched Topics, in particular, helped uncover issues earlier and lead to faster resolution. For example, Eucalyptus identified an issue customers faced when applying a new discount code. By spotting this pattern early, they were able to resolve the underlying problem and send proactive communications to affected customers.
