Customer Background

3beam operates healthcare and diagnostic facilities where patient inquiries are frequent and repetitive. Staff struggled to manage high volumes of calls, schedule appointments manually, and provide timely access to patient reports.

To modernize patient interactions and streamline clinic operations, 3beam engaged Cognetiks Consulting to implement an AI-driven, end-to-end solution capable of automating customer conversations, appointment scheduling, and report retrieval—without disrupting internal workflows.

The Customer Problem

Clinics faced operational bottlenecks due to outdated systems. Manual appointment scheduling often caused delays and missed bookings, while high volumes of repetitive queries reduced staff efficiency and slowed response times.

The legacy process could not scale with growing patient demand, lacked 24/7 engagement, and offered no unified system for checking services, booking, or accessing reports. These issues directly impacted patient satisfaction and staff workload.

Challenge

Discovery & Assessment

Solution (Architecture & Implementation)

Cognetiks designed 3beam’s AI chatbot as a serverless, multi-tenant platform on AWS, integrating conversational AI, workflow orchestration, and secure patient interactions.

The solution supports appointment booking, rescheduling, FAQ responses, and patient report lookup with phone verification.

AWS services used include Amazon Bedrock for the conversational agent and workflow orchestration, Lambda for serverless execution, API Gateway and EC2 for secure endpoints, S3 for storage, IAM and KMS for security, CloudTrail for audit logging, and CloudWatch for observability.

CI/CD pipelines, multi-phase rollout, and zero-downtime deployment strategies enabled rapid, safe feature deployment across clinics.

Optimization & Ongoing Management

Post-deployment, Cognetiks equipped the 3beam team with operational processes, monitoring dashboards, and best practices for ongoing management.

Continuous monitoring, automated scaling, cost optimization, and quarterly architecture reviews ensure smooth operation.

Incident response runbooks cover outages, failed calendar syncs, and API issues, allowing the team to maintain full control over the AI platform.

Measurable Business Impact

The AI-driven platform reduced patient wait times by 99.9% and manual scheduling workload by 80%. Appointment booking success doubled, missed or duplicated bookings dropped by 70%, and customer satisfaction improved by 35%.

CI/CD deployment cycles accelerated by 60%, operational costs fell by 40%, and patient report delivery became faster and more reliable.

Feature releases achieved zero downtime, ensuring uninterrupted patient engagement.

Customer Experience Improvement

Patients benefit from 24/7 availability, instant responses for inquiries, and secure report lookup.

Appointments can now be booked, rescheduled, and verified automatically, creating a seamless and predictable experience.

Clinic staff can focus on value-added tasks rather than repetitive administrative duties, improving both operational efficiency and patient trust.

Why This Case Represents Innovation

This engagement integrates conversational AI, workflow automation, and secure scheduling into a single, scalable platform.

By transforming manual, error-prone processes into automated, AI-driven operations, 3beam now provides a modern, reliable, and secure patient experience—setting a benchmark for healthcare operations in emerging markets.