Aster Clinic
Support agent
2.9 mo
to pay back
Patient messages across chat and email, answered from approved guidance. Anything clinical goes straight to a nurse.
5 weeks
to go live
78%
handled with nobody
9 clinics
Client size
Healthcare
Industry
The challenge
Front desk staff answered 1,900 patient messages a month between appointments. Simple questions waited for hours, and urgent ones got buried among them.
What we built
We trained a support agent on Aster’s approved guidance and nothing else. It answers routine questions, sorts the rest by urgency, and sends anything clinical to a nurse with the history attached.
What happened
78% of messages are resolved with nobody, the first reply now arrives in under two minutes, and it paid back in 2.9 months.
1,900
messages a month
5 weeks
to go live
78%
need nobody
17
errors caught
From the log
Opening hours
Answered
Medication question
To nurse
Wrong clinic
Caught
Elena Marsh
Practice manager
