The challenge
Eucalyptus is a digital health provider dedicated to putting patients first. They serve hundreds of thousands of patients across Australia, UK, Germany and Japan clinics that offer comprehensive treatments and ongoing care across various health domains. Changes in government regulation have meant Eucalyptus needed to make changes to patients’ treatments plans. In the same period, Eucalyptus also experienced issues in its last mile logistics network - which creates serious disruption when the delivery contains temperature sensitive and life changing medication. These disruptions are genuinely concerning for patients and lead to large and unexpected spikes in ticket volume. This puts pressure on response times, support costs and CSAT.
The solution
With the no-code workflow builder in Lorikeet, we were able to train the AI agent to handle patient complex patient questions in minutes. After one government announcement we had a complex, multi-step workflow built, tested and launched within 45 minutes of the news breaking.
The result
The rapidly deployed workflows allowed Lorikeet’s agent to handle the spike in volume smoothly. Patients were grateful for the quick and empathetic responses, strengthening their trust in the company. Response times didn’t spike, and CSAT remained stable. Automated triage enabled any medical issues arising from the outages to be quickly put in front of the clinical team.
