Case Study: easykind achieves 24/7 patient support with Lorikeet

How easykind delivered 24/7 patient support without increasing headcount

easykind, a health start-up, was struggling to manage its rapidly growing patient base with a small support team. Their patient support coordinators were overwhelmed by manually triaging emails, resulting in a 24-hour response time and limited phone support hours. The challenge was to scale their service, maintain a warm and personal tone, and adhere to strict government compliance rules without being able to add more staff.

The vendor Lorikeet implemented its AI agent, named "Buddie," to solve these problems. Buddie automatically triages emails and provides 24/7 customer-facing support through a patient portal, operating within strict compliance guardrails. The results were a 92% reduction in email response times, a decrease in call volume, and an estimated avoidance of four new hires, all while maintaining the company's high standard of service quality and personal touch.

easykind

Amy Harris

Chief Operating Officer