Connext · Bệnh viện Thiện Nhân Đà Nẵng
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Connext
By ConnextThe problem we are solving is low efficiency in addressing complex customer inquiries in high-stakes-interaction businesses such as in healthcare, financial services, and education. Our solution is Connext, an AI-powered customer engagement platform that (1) is designed purposely for CS/frontline staff to collaboratively build long-lasting relationship with their customers at anywhere and anytime, and (2) empowers the staff with AI agents.
- Stage
- Idea
- Industries
- Healthcare
- Banking and finance
- Education
- Deployment
- Cloud (SaaS)
Why it is worth it
- mobile-first customer engagement platform having both internal communication and external communication in one place - multi-agent AI architecture and human-in-the-loop, designed specially for critical/sensitive communication
- Low efficiency in addressing complex customer inquiries. By complex customer inquiries, we mean those that require team collaboration and extract relevant contextual customer data. The low efficiency comes from:
- back-and-forth communication among internal teams, think about, forwarding multiple messages among different internal Zalo groups for a customer inquiry
- time consuming for looking up customer data in different systems, e.g. hospital information system, CRM
Opening the deck…
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Best customer profile
- Our target industries are those having high-stakes, high-value interactions with their customers. In these industries, customer support has the following characteristics that challenge their customer-service/customer-facing staff:
- The high-stakes interactions may require collaboration among teams across different departments, e.g., a patient asks a medical question and customer service staff who does not have medical expertise needs to bring doctors/nurses in to answer the patient's question.
- The customer-service/customer-facing staff may need to pull up customer data from back-office systems such as CRM, ERP to handle customer requests.
- The communication between staff and customers is not only to provide helpful information, but also to build relationship and this relationship building requires authenticity and skills that are not scalable with current tools.
- Ideal customer segments for market entry:
- Healthcare facilities: small-medium hospitals, mid-large clinics
- Financial services: banks, insurance, stock brokers
Notable paying customers
- - No paying customers yet
Key milestones
- Completed MVP including a scalable human-in-the-loop multi-agent architecture, and a unique UX mobile app - Running pilots at one hospital, early user feedbacks are very positive - Signed 2 LOIs
Customer case
One customer deployment, shown below.