Sean Foster
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01 · Healthcare

An AI support agent that actually fixes things

Clinic staff chat in from the customer portal, and the agent does the work: corrects claims, checks and places orders, adds users, files contract changes. It hands off to a person only when it has to, with a summary so nobody repeats themselves.

Client
Serves thousands of medical practices across the US
Built with
  • Salesforce Messaging
  • Einstein Bots
  • Apex
  • Databricks
  • Retrieval (RAG)
  • Lightning Web Components

Screens

Rendered from the real code with made-up data.

My review tool's live wall: replies arrive, the agent closes one chat on its own, hands another to a person with the reason, and the scoreboard updates.

What it changed

  1. 01

    About a third of chats now finish with no agent involved, up from 21% the month before, during the busiest season of the year.

  2. 02

    60 prompts live as versioned records, and every release has to pass a 391-test suite before it ships.

  3. 03

    Claim changes are written only after the customer confirms a recap, and every help-center answer cites its article.

How it fits together

  • Built by me
  • Platform or outside system
  • People
Chat reviewLive wall, notes, fixesClinic staffChat in the portalSalesforce MessagingSession, case, routingConversation engineApex, 12 workflowsLanguage modelDatabricks gatewayKnowledge and dataArticles, claims, ordersPlatform APIClaim and order changesSupport agentsOnly when neededQuestionEvery messageDecide, replySearch, lookupAfter aconfirmedrecapHandoff with a summaryTranscriptsChat reviewLive wall, notes,fixesClinic staffChat in the portalSalesforceMessagingConversationengineLanguage modelDatabricks gatewayKnowledgeand dataPlatform APIClaim and orderchangesSupport agentsOnly when neededQuestionEvery messageSearch, look up

More of my work

See all
02 · HealthcareA 13-step onboarding workspace for new practicesEverything needed to bring a practice and its clinics live, in one guided workspace.Salesforce Lightning Web Components Apex
03 · NonprofitEvent operations, from request to closed booksOne event request becomes an ERP project, warehouse moves, on-site scanning and a clean closeout.Salesforce NetSuite Boomi
04 · Retail techConsolidated invoicingHundreds of store invoices rolled into one bill per customer, reviewed and sent on schedule.NetSuite SuiteScript Map/Reduce

Contact

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