Artificial Intelligence · Patient Support · Case Study
Beck Health System . United States
Beck Health System's cold therapy product worked well, but patients still struggled to set it up on their own, and every unanswered question led to another call.
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What if a patient undergoing treatment at home had a knowledgeable companion checking in, rather than a pamphlet to decipher alone?
That companion is exactly what Beck Health System wanted. Cynoteck built the AI agent that became it.
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Beck Health System makes cold therapy products designed for use at home, effective treatments that patients nonetheless found genuinely difficult to set up without hands-on guidance.
Beck Health System wanted support that felt genuinely human and personalized, not a scaled-up call center or a static FAQ page.
Patients needed real-time, adaptive guidance throughout their treatment journey, delivered through whichever channel they preferred.
An AI Health Agent that guides patients through setup and treatment in real time across SMS, WhatsApp, and live call center handoff.
Beck Health System's cold therapy product worked as intended, but the support surrounding it hadn't kept pace with patient demand.
Patients found the cold therapy product difficult to use without hands-on guidance to walk them through each step.
Static documentation failed to answer common questions clearly, leaving patients stuck without an interactive way to get help.
Growing call center volumes led to longer wait times and a steadily declining patient experience.
Support needed to scale without scaling headcount right alongside it, a balance the existing model couldn't strike.
Cynoteck developed a conversational Health Agent designed to guide patients through Beluga Cold Therapy, from initial setup through ongoing use.
Here's what changed for Beck Health System's patients and support team after the AI Health Agent launched.
We've helped enterprises transform operational complexity into scalable, high-impact technology solutions. Tell us your challenge, and we'll map the path to success.
The real win for Beck Health System wasn't just fewer calls. It was patients who felt genuinely supported through their entire treatment.
Patients reported significantly higher satisfaction with the support experience, and product interaction improved measurably.
With guided, interactive support available at any time, the time it took patients to feel confident using the product dropped by 45%.
With AI handling routine product queries, call center volumes for product-usage issues fell by about 70%, letting agents focus on cases that truly need human support.
“The AI health assistant transformed our patient support experience. It reduced call volumes, improved engagement, and delivered personalized guidance at scale.”
— Name Withheld for Privacy, Designation Withheld for ConfidentialityThis project reflects how Cynoteck approaches every healthcare AI build, prioritizing patient trust in every design decision.
Treatment guidance gets designed to check in and adapt over time, not just answer a single static question.
SMS, WhatsApp, and live agents all connect into one seamless handoff, meeting patients wherever they already are.
Guidance adapts to each patient's specific situation, rather than delivering the same generic script to everyone.
Language models get tuned specifically for medical device guidance, where clarity and accuracy both genuinely matter.
Call volume drops without adding staff because the AI handles routine questions as soon as they come in.
This client's AI Health Agent reflects the kind of sensitive, trust-critical deployment Cynoteck builds specifically for healthcare.
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