Transforming CX with ambient AI agents

CareMaster, a platform revolutionizing NDIS, aged care, and community transport, reached a breaking point in their support operations. 

Their growing customer base of healthcare professionals needed instant, accurate answers to increasingly complex questions. While their Customer Care team excelled at solving problems, the sheer volume of incoming queries threatened to overwhelm them. 

Only 30% of users were finding answers through self-service channels, creating a bottleneck that risked impacting patient care.

30% self-service wasn't good enough

CareMaster recognized that simply adding more support staff wasn't the answer. 

They needed a software solution that could scale while maintaining the high-quality support their service providers depended on. This led them to integrate Brainfish's intelligent self-service agent directly into their platform.

The implementation went beyond traditional help documentation or basic chatbots. 

Brainfish's ambient AI agent became an integral part of CareMaster's interface, offering contextual support exactly when and where users needed it. The system learned from every interaction, continuously improving its ability to suggest relevant solutions and guide users through complex workflows. The technical implementation delivered instant contextual support with minimal disruption to existing interfaces, creating a scalable support system that integrated with CareMaster's SaaS platform.

Real impact on provider support

The transformation was dramatic. Self-service resolution rates soared from 30% to 76%, meaning NDIS and aged care providers could now solve most issues immediately without waiting for human support. 

And despite a 23% growth in their user base, CareMaster maintained their service levels above 80% without increasing their Customer Care team size. As a bonus, they did this without increasing support costs.

Most importantly, this efficiency didn't come at the cost of user satisfaction. Customer ease scores improved by 8%, showing how the Brainfish integration reduced friction in daily healthcare administrative tasks. The Customer Care team, freed from handling routine queries, could focus on solving complex challenges that truly required human expertise.

Beyond ticket deflection: Building a support system that learns

CareMaster's success demonstrated that AI support with Brainfish, when thoughtfully implemented, could do more than just reduce cases – it could fundamentally improve how providers interact with their administrative tools. By embedding Brainfish directly into their platform, they created a scalable support infrastructure that grew smarter with each interaction.

The results went beyond metrics. CareMaster had transformed their Customer Care operations into a proactive system that could anticipate and prevent issues. 

The platform now provides dynamic insights into trending issues and opportunities, helping identify patterns and potential improvements across their user base. They proved that with the right technology, it's possible to significantly improve support efficiency while enhancing the user experience – setting a new standard for provider support.