Health Tech · AI
Persana — AI concierge for plastic surgery.
Trained a clinical-grade chatbot on 1,000+ procedures, physician papers, and vetted protocols. 90% solve rate. 5,000 patient questions answered in week one.
Client
Persana
Year
2024
Discipline
Health Tech · AI
The problem
Where it started.
Patients researching plastic surgery were drowning. Persana's site had thousands of pages of procedures, recovery timelines, and physician profiles — the answers existed, but the path to them did not. Customer service couldn't scale, and the highest-intent patients were dropping off before booking a consult.
The build
What we shipped.
We built a GPT-powered AI concierge trained on Persana's full procedure library, peer-reviewed papers, and physician-vetted Q&A. It answered patient questions in plain English, surfaced relevant physicians, and — first for the category — booked virtual consults end-to-end without human handoff.
The result
What it did.
5,000+ patient interactions in the first week. 90% solve rate without human intervention. 93% satisfaction. Customer service time freed up to focus on edge cases that actually needed a human, and patients self-served a path from question to booked consult that didn't exist before.
5,000+
interactions, week 1
90%
solve rate
93%
patient satisfaction
