We deployed a comprehensive support automation solution using cutting-edge tools to streamline the client’s operations and deliver a superior customer experience.
Utilized Dialogflow to design and develop an intelligent chatbot capable of understanding patient queries and providing accurate responses in real-time.
Integrated the chatbot with Make.com for seamless connection to the client’s internal systems (CRM, scheduling tools).
Leveraged Freshdesk as the core CRM for managing support tickets.
Configured Make.com to automate ticket creation for unresolved chatbot queries and assign them to appropriate support agents based on query type and priority.
Created automated follow-ups for pending tickets to ensure timely resolution.
Implemented a scheduling system using Calendly integrated via Make.com, allowing patients to book appointments directly from chatbot interactions.
Set up automated email and SMS reminders for booked appointments using Twilio.
Added a feedback system post-appointment to measure patient satisfaction.
All patient interaction data was synced with Airtable for centralized reporting and tracking.
Developed dashboards in Google Data Studio to monitor support performance metrics such as response times and ticket resolution rates.