Service and handoff
Cesasin — Asistente: Consistent first-line support with human handoff when needed.
An assistant that answers frequent questions and hands off when needed, guiding each person without overloading the team.
Context and problem
A clinic with a high volume of repeated enquiries — opening hours, appointments, how to get there, what to bring — occupying the team and displacing the ones that genuinely needed human attention.
The risk was the usual one in automated support: someone with a real need getting stuck in a loop with no way out. In healthcare, that is not acceptable.
How we approached it
We defined handoff before answers. First how someone exits the assistant and which signals trigger the pass to a person; only then what it could answer alone.
Scope stayed limited to stable, verifiable information, where automating takes nothing away from the quality of care.
What is running now
An assistant giving consistent first-line support for the repetitive part, handing off when needed.
The clinic's team stopped answering the same question several times a day and keeps the conversations that require judgement.