Automation
AI-Powered Customer Escalation System
An intelligent operations workflow that automates support intake, prioritisation, and escalation for healthcare providers by combining AI, workflow automation, and real-time operational analytics. The system reduces manual triage, improves response times, and gives support teams complete visibility into ticket status, SLA performance, and escalation trends.
The Problem
Healthcare support teams often manage every patient email, complaint, billing query, and post-treatment concern through a shared inbox. Without a structured triage process, urgent cases compete with routine administrative requests, leading to delayed responses, missed escalations, and poor patient experiences. Managers also lack real-time visibility into workload distribution, unresolved tickets, and SLA performance, making it difficult to identify operational bottlenecks before they affect patient satisfaction.
The Solution
I designed and built an AI-assisted healthcare support escalation system using n8n, OpenAI, Airtable, Slack, Gmail, and Tally Forms. Incoming requests are automatically classified by urgency, sentiment, department, and escalation requirements before being routed to the appropriate team. The workflow includes duplicate ticket detection, confidence scoring, automated patient acknowledgements, SLA tracking, human review checkpoints for high-risk cases, and Slack notifications for critical issues, ensuring operational decisions are supported by both AI and predefined business rules.
The Outcome
The result is a centralised support operations platform that transforms unstructured communication into actionable operational intelligence. Team leads gain a live dashboard displaying ticket status, average resolution time, priority distribution, departmental workload, and escalation frequency, enabling faster decision-making and better resource allocation. Rather than replacing support staff, the system removes repetitive administrative work so teams can focus on resolving patient issues more efficiently while maintaining clear audit trails and consistent service standards.
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