Dental Healthcare Provider Transforms Customer Service with Generative AI
A leading dental healthcare provider in South America faced increasing challenges in customer service due to rapid business growth and evolving market demands. To address these challenges, they partnered with Jump Cube to implement a generative AI-powered solution using Amazon Bedrock. The intelligent agent automates frequent customer inquiries, validates sales leads, and streamlines appointment scheduling. Since implementation, the solution has automated 60% of customer requests, allowing human agents to focus on qualified leads and complex customer interactions, significantly improving operational efficiency and customer satisfaction.
Challenge
Manual processes overwhelmed agents, slowed responses, reduced efficiency, and hindered scalability.
Solution
Jump Cube’s CEA – Customer Engagement Agent automates inquiries, scheduling, lead validation, and agent handoff.
Benefits
CEA reduced inquiries, improved efficiency, accuracy, satisfaction, and resource allocation.
About the Customer
The company is one of South America's premier dental healthcare providers, operating a network of dental clinics across the country. The company is committed to providing high-quality dental care while ensuring excellent customer service through innovative solutions that enhance patient experience and streamline healthcare delivery.
The challenge
As the dental healthcare provider experienced rapid growth, their customer service infrastructure struggled to keep pace with increasing inquiry volumes and evolving patient expectations. The company faced several critical challenges:
- Customer service agents were overwhelmed with routine inquiries about clinic locations, schedules, and general information, leaving less time for handling complex patient needs
- Manual appointment scheduling processes were inefficient and prone to errors
- Lead validation was time-consuming, preventing agents from focusing on qualified prospects
- Response times were increasing, potentially impacting patient satisfaction and business growth
Without addressing these challenges, the company risked compromising service quality, losing potential customers, and limiting their ability to scale efficiently.
The solution
Jump Cube developed a comprehensive Generative AI solution leveraging several AWS services:
The core of the solution is built on Amazon Bedrock Agents, which powers the intelligent virtual assistant. The agent integrates with multiple data sources to provide accurate information about:
- Clinic locations and operating hours
- Available appointment slots
- Current promotions and services
- General company information
Key components of the solution include:
- Integration with the company's custom scheduling system for real-time appointment management
- Deployment of the company's knowledge base for answering frequently asked questions
- Automated lead validation system to qualify potential customers
- Seamless handoff to human agents for complex inquiries
The solution utilizes the following AWS services:
- Amazon Bedrock for generative AI capabilities
- Amazon DynamoDB for storing and managing structured data
- Amazon S3 for knowledge base content storage
- AWS Lambda for serverless computing functions
- Amazon API Gateway for secure API management
The benefits
The implementation has delivered significant measurable benefits:
- 60% reduction in routine customer inquiries handled by human agents
- Increased efficiency in lead qualification process
- Improved appointment scheduling accuracy
- Enhanced customer satisfaction through faster response times
- Better resource allocation, with agents focusing on high-value interactions
The solution has transformed the dental healthcare provider's customer service operations, enabling the company to handle growing customer demands while maintaining service quality and operational efficiency.
Why AWS?
The dental healthcare provider chose AWS as their cloud platform due to its comprehensive suite of AI/ML services, particularly Amazon Bedrock's advanced generative AI capabilities. AWS's proven track record in healthcare solutions, robust security features, and extensive experience in handling sensitive customer data made it the ideal choice for the company's transformation initiative. The platform's ability to seamlessly integrate various services while maintaining HIPAA compliance was crucial for their healthcare operations.
Why Jump Cube?
Jump Cube was selected as the implementation partner due to their expertise in developing custom generative AI solutions using AWS services. Their innovative low-code platform and proven track record in delivering scalable solutions aligned perfectly with the company's needs. Jump Cube's understanding of the healthcare industry and experience in customer service automation made them uniquely qualified to address the company's specific challenges.
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