MedPlus cut support load 71% with a WhatsApp AI agent
71%
queries resolved without humans
4 hrs → 40 sec
median response time
3
languages supported
0
medical queries answered by AI
The challenge
A 4-person support team was drowning in 1,200+ daily WhatsApp messages, mostly repetitive order-status and store-hours queries. Response times crossed 4 hours at peak, and medical questions were getting risky template answers.
What we built
We built a Claude-powered agent with RAG over their catalog and policies, integrated with their order system for live status. A strict guardrail layer routes anything health-related straight to pharmacists, and every conversation is logged for weekly quality review.
"The agent paid for itself in the first quarter. Our pharmacists now only see the conversations that genuinely need them."
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