Responding to patients in a health platform by entrusting any medical question to a clinician

What was done

According to the case study published by Intercom on end.ai, Numan's support was close to 70,000 conversations per month, from delivery follow-up to treatment questions. The company first reworked its knowledge base to ensure that the agent relies on accurate and well structured content. All of the agent's conversations were read manually at the start, before moving on to a 5% monthly audit once confidence had been established. Explicit rules exclude the agent from any clinical subject: any conversation about a drug, a treatment decision or the follow-up of adverse reactions is immediately transmitted to a trained clinician or team member. According to the source, customer satisfaction remained at 90%, and the team focused on complex and clinical exchanges.

Before you start

Tool cited by the source: Fin (Intercom). Gather the information the prompt asks for. Strip confidential data that is not needed and check your tool’s access terms. Features and plans can change.

The method, in three steps.

1. 01

   Gather the context

   Gather the information described in the prompt.

2. 02

   Adapt the prompt

   Copy the prompt below, replace the bracketed items, then paste it into the AI assistant you use. The cited tool (Fin (Intercom)) is not necessarily available to the public..

3. 03

   Reread before using

   Reread the result, correct it if needed and keep the final decision. Caveats are detailed below.

Your starting point.

Replace the bracketed items, then adapt the proposal to your situation. This prompt is written by the iadujour desk It is not a quotation from the source.

We deploy a support assistant to a regulated sector:
Here are our application topics:

1. Class each subject: the assistant responded alone / he answers then propose a human / he transfers immediately to a professional.
2. Writes clear transfer rules with examples of triggering sentences.
3. Proposed a quality control plan: complete editing on startup, then sampling.
Don't give yourself any medical, legal or financial advice.

What deserves your attention