Key Results
Wait times reduced by 45%. Handled 15k daily consultations with zero system lag.
The Challenge
Luminary Health experienced an unprecedented 400% surge in virtual appointment requests, completely overwhelming their legacy manual triage system. Patients were experiencing agonizing 4-hour wait times just to be routed to the correct specialist, leading to a massive 35% drop-off rate and severe negative feedback. Furthermore, clinicians were facing extreme burnout due to heavy administrative burdens and inefficient patient hand-offs. The existing patchwork of third-party video tools was also raising serious HIPAA compliance concerns and frequently dropped connections during critical consultations. They urgently required a unified, highly secure, and scalable ecosystem capable of handling 15,000+ daily users without a single point of failure.
Our Solution
We engineered a proprietary, state-of-the-art AI triage engine powered by customized LLMs trained strictly on validated medical protocols. This system instantly analyzes patient symptoms, assigns a severity score, and autonomously routes them to the appropriate available clinician within seconds. To solve the connectivity issues, we built a custom high-fidelity WebRTC video infrastructure from the ground up, guaranteeing ultra-low latency even on poor mobile networks. We also integrated an automated, HIPAA-compliant session transcription and summarization tool that directly syncs with their Electronic Health Records (EHR), cutting clinician administrative time by 60%. The entire platform was containerized and deployed on AWS, ensuring resilient auto-scaling during peak hours.