Healthpath • Healthcare
Healthpath: AI-Powered Customer Service Pipeline
We built an automated customer service pipeline that integrates with HubSpot, queries customer data and Healthpath's comprehensive knowledge base to respond to 90% of customer queries in under 4-minutes
About Healthpath
Healthcare
Healthpath specialise in Functional Medicine to address the root cause of your gut issues—and show you how to achieve great gut health via smart, sustainable changes.
Visit HealthpathCustomer Response Times From 2 Days to 4 Minutes
The team was drowning in customer emails. Every query took 6+ hours to answer. Complex cases took 1-2 days. Customer data was scattered across HubSpot and a bespoke customer portal. They faced £80k in hiring costs just to maintain service levels.
AI-Powered Automation That Handles Complex Customer Queries
We built a robust AI workflow that integrates seamlessly with the customer service team's HubSpot setup. Specialised AI 'agents' work together to automate the entire customer service process - from triaging emails, routing, and classification, to querying customer orders, proprietary business knowledge, and drafting email replies aligned with Healthpath's procedures and terms of business:
- An Orchestrator Agent delegates to sub-agents and manages response handling
- A Classification Agent updates the HubSpot Pipeline Stages, Categories, and Ticket Description
- A Query Agent reviews customer conversation history, detects sentiment, intent, and knowledge required
- A Database Agent queries a knowledge database (using 'RAG' with Supabase) and customer order details
- A Responder Agent synthesises information provided by upstream agents into a personalised, accurate response aligned with Healthpath's terms of service and tone of voice.
Agents run in parallel and can handle hundreds of customer emails with average response times under 4-minutes, while full logs and traces provide complete visibility into the agents reasoning, tool use, and information retrieval.
Apps & Frameworks Used
Results
We crafted an efficient automated customer service pipeline for Healthpath, seamlessly integrating it with HubSpot. This system taps into customer data and Healthpath's extensive knowledge base, enabling it to tackle 90% of customer queries in under four minutes.
Our AI-powered solution empowers the customer service team by handling routine inquiries, freeing them to focus on complex issues. With an impressive 90% acceptance rate, the team can fine-tune responses as needed, ensuring accuracy and customer satisfaction.
This approach not only saves time and improves customer satisfaction, it has cut new hire costs of £80k.
Response Times
Improved response time from 6+ hours to just 4 minutes.
Accuracy
Over 90% accuracy for AI-generated responses
Saved Annually
Annual savings through reduced hire and training costs
"The AI handles the bulk, leaving us to focus on what really matters—helping our customers with the complex issues. This setup has been a game-changer, cutting down response times and saving us a fortune in hiring costs. It's efficient, effective, and keeps our team sharp."
