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Simbyte TechnologiesSimbyte.
Healthcare

An AI support assistant that handles a third of Bramwell Health's ticket volume

Bramwell Health's patient support team was drowning in repetitive scheduling and billing questions. We built a RAG-powered assistant that now resolves a third of tickets without human involvement.

33%
Tickets resolved automatically
<8 weeks
From kickoff to production
-40%
Average patient response time

The challenge

Bramwell Health's patient support inbox received a high volume of repetitive questions about appointment scheduling, billing, and insurance coverage — questions that had clear, documented answers but still consumed most of the support team's day, delaying more urgent patient issues.

What we built

We built a retrieval-augmented generation (RAG) assistant on top of Anthropic's Claude, grounded in Bramwell's own policy documents, FAQ content, and scheduling system via a secure API integration. The assistant answers directly where confidence is high and hands off to a human agent with full context where it isn't — with every automated response logged for review.

The results

Within the first quarter live, the assistant resolved roughly a third of incoming tickets without human involvement, and average response time for patients dropped 40% as the support team's queue shrank. The system was scoped, built, and in production in under eight weeks, with a defined escalation path that kept clinical staff comfortable with what the assistant was and wasn't allowed to answer.

“The AI assistant they built now handles a third of our support volume automatically. It was live in under two months and has been rock solid since.”

Emily Novak — VP of Operations, Bramwell Health
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