"We're delivering faster, more efficient support to our patients like never before, with no compromise to patient experience. Improving first response time from 20 hours to 90 seconds has been transformational."
Omar Alvi
Managing Director, Pilot & Juniper Australia
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.
With a rapidly growing patient base, the need to manage a high volume of patient support interactions across multiple digital clinics is imperative to the success of the scalability of Eucalyptus’ operations. As a trusted healthcare provider, compromising on patient satisfaction is not an option. Scaling at this pace stretched the capacity of the existing team - median first response times often sat at over 20 hours.
The solution
Eucalyptus turned to Lorikeet to anchor a transition to higher quality, faster, and more scalable support.
The result
There were zero compromises on quality. The integration between our customer support tool and Lorikeet has been seamless and we can really see how they are revolutionizing support for teams across HealthTech. We measure CSAT closely and Lorikeet’s AI agent consistent scores as high or higher than our human agents. What’s more, Eucalpytus patients get a response from Lorikeet within 90 seconds, transforming their support experience.
See Lorikeet in action
Companies choose Lorikeet because our AI agent can do more than any other available. We'd love to show you what we can do for you.
