Client Success Stories

A regional health system with 45 hospitals and clinics faced a critical knowledge management challenge:

• Information overload: Physicians spending 2+ hours daily searching for clinical information
• Outdated practices: 18-month average lag in adopting new clinical guidelines
• Fragmented systems: Clinical protocols scattered across SharePoint, PDFs, and legacy systems
• Drug interaction risks: Manual checking leading to occasional missed interactions

"Our physicians were drowning in information but starving for knowledge. We needed a way to surface the right information at the right time."

— Chief Medical Officer

RAG-Powered Knowledge System

We developed a sophisticated Retrieval-Augmented Generation (RAG) system that indexes and retrieves from multiple authoritative sources:

Data Sources Integrated

1. Internal clinical protocols — 2,500+ documents indexed with version control
2. PubMed/MEDLINE — Real-time access to 35+ million citations
3. Drug databases — FDA labels, interactions, and contraindications
4. Patient context — EHR integration for personalized recommendations

Key Features

• Evidence-based answers: Every recommendation includes citations and confidence scores
• Drug interaction checker: Real-time analysis against patient's current medications
• Guideline updates: Automatic alerts when relevant guidelines are updated
• EHR integration: Seamless embedding within Epic and Cerner workflows

User Experience

Natural language interface allows physicians to ask questions as they would to a colleague, receiving structured, actionable responses within seconds.

A major retail chain with 2,000+ stores nationwide was struggling with customer service scalability. Their existing support infrastructure faced critical challenges:

• Peak season bottlenecks: Response times reached 4+ hours during holidays
• Inconsistent quality: 500+ agents with varying training levels
• Rising costs: 15% annual increase in support costs
• Channel fragmentation: Separate systems for phone, email, chat, and social

The leadership team recognized that traditional approaches—hiring more agents or outsourcing—would only provide temporary relief while costs continued to spiral.

Multi-Agent AI Architecture

We designed and implemented a sophisticated multi-agent system powered by Claude AI for natural language understanding:

Core Capabilities

• Order Intelligence Agent: Handles tracking, modifications, and delivery inquiries with real-time carrier integration
• Returns & Refunds Agent: Processes returns, issues refunds, and manages exchanges autonomously
• Product Expert Agent: Answers product questions using RAG over 500,000+ product catalog
• Escalation Agent: Identifies complex issues and routes to human agents with full context

Integration Layer

Seamless integration with existing enterprise systems:

1. Salesforce CRM for customer history and preferences
2. SAP for inventory and order management
3. Zendesk for ticket management and analytics
4. Twilio for omnichannel communication

Multilingual Support

Native support for 12 languages with cultural context awareness, enabling consistent service across all markets.