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 wide range of complex issues coming in to the support team, Eucalyptus struggled to get the right tickets in front of the right agents. What’s more, some are medically urgent and have to be reviewed promptly by clinical staff. Manually triaging each ticket was time consuming, expensive, and error-prone.
The solution
Eucalyptus leveraged Lorikeet’s AI to implement skills-based triage. Lorikeet reviews every ticket and routes it to the appropriate agent tier based on the topics raised, customer tone, and ticket complexity. To make triaging valuable for Eucalyptus requires inputs from a combination of customer issues & sentiment vectors; this was previously not possible with incumbents that only allow for triaging based on 1x predefined field.
This allows Eucalyptus to ensure the highest stakes tickets go directly to the most experienced and effective agents.
The result
After implementing skills-based triage, Eucalyptus saw a 10ppt increase in their CSAT score. The uplift was driven by getting the most complex cases to the best agents, which was impossible to do effectively without Lorikeet’s powerful triaging logic. At the same time, they were able to guarantee medically urgent tickets reached the clinical team quickly and efficiently.
