Conversational AI & Virtual Assistants

Background

A mid-sized healthcare group managing clinics across multiple states struggled with overwhelming patient support queries. Patients frequently contacted support to book appointments, ask pre-consultation questions, or request follow-ups. Human agents were overloaded and average response times ranged from 2–6 hours.

Business Challenge

Support teams were handling repetitive, predictable questions daily. Appointment bookings took too long, manual triage processes slowed service, and patients lacked 24/7 communication channels.

Discovery & Analysis

BrevaNext analyzed thousands of historic conversations, categorized patient intents, and mapped all repetitive tasks. We identified opportunities for AI-driven appointment automation, symptom triage flows, and follow-up reminders.

Solution Architecture

      • GPT-powered Conversational Engine  
      • Dialogflow + WhatsApp Cloud API for omnichannel support  
      • Medical Workflow Intelligence Layer for triage  
      • CRM Integration (HubSpot) for appointment sync  
      • Multilingual speech & text support in 12+ languages  
    

Implementation Approach

      • Designed medical-grade conversation flows  
      • Built WhatsApp, Web, and Voice assistants  
      • Integrated AI recommendations for patient routing  
      • Automated follow-up and reminder system  
      • Enabled 24/7 multilingual support  
    

Business Impact