01
The challenge
Lumen’s clinics fielded 45,000 patient messages a month. Most were simple — rescheduling, parking, fasting instructions — but the queue meant patients waited hours, and nurses lost time to admin.
02
What we built
We deployed a patient-support agent across web chat, SMS and email, trained only on approved content.
Clinical-intent detection routes symptoms and medication questions to nurses instantly
Integrated with the scheduling system to book and move appointments
Answers cite the approved source they came from
HIPAA-aligned deployment with full audit logs
03
The results
Patients now get answers in seconds, and nurses handle only the conversations that need clinical judgement.
68% of conversations resolved end-to-end
Median first response from 3.5 hours to 6 seconds
Nurse admin time down 11 hours per clinic per week
