MedPulse Health: HIPAA-Aware AI Support Agent
We deployed a HIPAA-aware AI support agent that cut ticket volume by 60% and delivered 24/7 resolution without adding headcount.
60%
Ticket Reduction
< 4 min
Avg Resolution Time
92%
CSAT Score
24/7
Support Coverage
Measured over the first 90 days post-launch across all inbound support channels including in-app chat, email, and the customer portal.
The Challenge
MedPulse's 12-person support team was fielding 800+ tickets a week across onboarding, billing, and integration troubleshooting. First response times averaged 6 hours, CSAT was slipping, and agents were burning out on repetitive L1 requests.
Proof
What We Actually Built
AI Support Dashboard
Ticket queue with AI classification, priority flags, auto-resolution status, and escalation triggers.
Automated Resolution Flow
Decision tree showing AI triage from ticket intake to resolution or human handoff.
The Challenge
MedPulse Health had a product customers loved. Their support experience was struggling to keep pace. The 12-person team was handling over 800 tickets per week. Most were repetitive L1 queries: password resets, onboarding walkthroughs, billing clarifications, and API integration questions that could be answered in under two minutes with the right information.
The result? Average first response times stretched to 6 hours. Agents spent 70% of their day on copy-paste resolutions. CSAT was dropping. Churn risk was rising. Hiring more support staff was not a viable path, not at the unit economics MedPulse needed to hit.
They came to Naavim Labs with one mandate: fix support without adding headcount.
Our Approach
We audited two months of historical tickets, classified every query by type and resolution pattern, and designed a layered AI system capable of handling the majority of cases end to end. With clean escalation paths for anything clinical or sensitive.
1. Intelligent Ticket Classification Engine
Before any response is generated, every inbound ticket passes through a classification layer trained on MedPulse's own historical data. The engine assigns category, priority, and resolution confidence in under three seconds. Low-complexity tickets route directly to the AI agent. High-stakes or ambiguous tickets are flagged for human review. Nothing is left for the model to guess.
2. AI L1 Support Agent
The core agent handles resolution end to end for qualifying tickets. It pulls from a structured knowledge base, cross-references the customer's account data via secure API, and generates context-aware responses. Built on OpenAI with retrieval-augmented generation, it surfaces the right answer instead of a generic template. All interactions are logged to an audit trail compliant with HIPAA data handling standards.
3. Escalation and Handoff Workflows
When confidence falls below threshold or a ticket contains clinical terminology, the agent hands off to a human agent with a pre-filled context card: ticket history, account snapshot, AI classification, and recommended next step. No context is lost. No customer has to repeat themselves.
The Results
Within the first 90 days of deployment:
- 60% of tickets were fully resolved by the AI agent without human involvement
- Average resolution time dropped from 6 hours to under 4 minutes for L1 queries
- CSAT climbed to 92%, up from 74% pre-launch
- MedPulse achieved true 24/7 support coverage with zero additional headcount
The human support team now focuses only on complex, high-value interactions. Agent satisfaction climbed alongside customer scores.
Project Details
Client
MedPulse Health
Industry
Healthtech / SaaS
Services
Timeline
6 weeks build + 8 weeks tuning
Team
AI engineer, backend engineer, UX strategist, support ops consultant
Scope
AI support agent, ticket classification engine, escalation workflows, Zendesk integration
Delivery Snapshot
Stack
Deliverables
- AI L1 support agent
- Ticket classification + priority engine
- Escalation and human-handoff workflows
- Analytics dashboard
- HIPAA compliance audit trail
CLIENT SAYS:
“Our support team was running on fumes before Naavim Labs stepped in. The AI agent handles 60% of tickets without any human touch, and customers actually prefer it because it's faster. This was the best infrastructure investment we've made.”
Priya Nambiar
Head of Customer Success, MedPulse Health
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