Patient FAQ and Case Deflection

An agent designed to answer common patient questions and resolve issues without creating support cases. Uses knowledge articles and FAQ content to provide immediate answers, only escalating to human agents when necessary—dramatically reducing case volume.

• Support teams overwhelmed with routine questions

• Patients wait too long for simple answers

• Same questions asked repeatedly

• After-hours support unavailable

• High cost per case for simple inquiries

• FAQ retrieval and instant response

• Common issue troubleshooting

• Self-service guidance for routine tasks

• Smart escalation when human help needed

• 24/7 availability for patients