Case Study: Eucalyptus cuts median first response time from 20 hours to 90 seconds with Lorikeet
Key results
The challenge
Eucalyptus operates multiple digital health clinics serving hundreds of thousands of patients. Rapid growth outpaced the capacity of the existing support team, and median first response times often sat at over 20 hours.
The solution
Eucalyptus deployed Lorikeet's AI agent, integrated with its existing customer support infrastructure, to anchor a transition to higher-quality, faster patient support across its clinics.
“We're delivering faster, more efficient support to our patients like never before, with no compromise to patient experience.”
SBSimon BaumeChief Operating Officer, Eucalyptus
The results, in context
Median first response time fell from over 20 hours to within 90 seconds. Eucalyptus reports that Lorikeet's AI agent consistently scores as high or higher than its human agents on CSAT, with no compromise to the patient experience.