Automate patient support without guessing at patients.

Telehealth support carries the same repetitive volume as any e-commerce inbox, plus consequences that e-commerce never has. We build Zendesk and AI workflows that deflect the operational questions and get every clinical one to a human.

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Why telehealth is different

The four problems every patient inbox has

Volume that looks automatable, until it isn’t

Most patient contacts are operational: where is my order, when does my next shipment ship, how do I pause. They look like perfect automation candidates, and many are. But the same inbox carries questions about symptoms, dosing and side effects, where a confident wrong answer is a patient-safety problem, not a CSAT problem.

The clinical and operational boundary is blurry

“Is it normal that I feel nauseous?” and “has my prescription shipped?” arrive through the same form, often in the same message. If routing can’t reliably separate them, either clinicians drown in logistics or patients wait on a nurse for a tracking number.

PHI leaks through the boring places

Not through dramatic breaches, usually. Through a macro that was cloned and repointed, an integration that writes patient detail into a public reply instead of an internal note, or an export that nobody scrubbed.

Generic CX advice does not survive contact with a regulated service

Most “deflect more tickets with AI” playbooks assume the worst case is an annoyed customer. In telehealth the worst case is different, so the design has to be different.

What we build

Support operations designed for regulated care.

The same six service lines we run everywhere, shaped by what patient support actually requires.

AI on patient tickets, with guardrails

Automation grounded strictly in approved knowledge, a review step before anything reaches a patient, and an explicit never-automate list for clinical intents. Coverage expands one intent at a time, only when the data says it is safe.

Clinical vs operational routing

Intent-based routing that reliably separates logistics from anything clinical, so care teams see clinical work and support teams see the rest.

PHI-aware workflow design

Patient detail stays in internal notes, integrations run least-privilege, exports get scrubbed, and the paths where PHI can escape into a public reply are closed by design.

A knowledge base safe to automate on

AI is only as good as the content behind it. We structure and clean the knowledge base first, because a thin or contradictory one produces confident wrong answers.

Integrations to the systems that hold the answers

Order status, fulfillment, pharmacy and patient portal data surfaced inside the ticket, with loop-safe two-way sync, so agents stop switching tabs to answer “where is my order”.

Migration without losing patient history

Moving onto Zendesk with the full conversation history, custom fields and knowledge base intact, validated by reconciliation before anything cuts over.

Our line in the sand

What we will never ship.

Guardrails are the product in this industry. These are not negotiable, even when a model looks confident enough to handle it.

Automation that answers clinical questions, including dosing, symptoms and side effects.
Replies generated from anything other than content your team has approved.
Patient detail in public replies when it belongs in an internal note.
A bot with no clean, one-step path to a human.
Expanding AI coverage to a new intent because it feels safe, rather than because the data shows it is.

Questions

Straight answers.

Can you sign a BAA?

Yes. Where an engagement involves access to systems containing protected health information, we work under a Business Associate Agreement and follow your security requirements.

Is it safe to put AI on patient messages at all?

It can be, if it is scoped properly. The pattern that works is narrow: automation answers only from approved content, a review step checks every draft before it sends, and clinical intents are hard-blocked to a human regardless of how confident the model is. What does not work is switching on a general-purpose bot across the whole inbox and hoping.

Do you give medical or regulatory advice?

No. We are a support operations consultancy, not a clinical or legal advisor. We build the workflows and guardrails your clinical and compliance teams define, and we will tell you plainly when a decision belongs to them rather than to us.

We already run Zendesk. Can you just fix what we have?

Usually, yes, and that is often the cheaper answer. A health check maps what your triggers, routing and automations are actually doing today, then gives you a prioritized list of what to fix first.

Start here

A free read on your patient inbox.

Where automation is safe today, where it is not, and what to fix first. No obligation, and yours to keep either way.

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