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Most wellness companies lose prospects in the gap between website visit and first appointment. Master of Code Global closed that gap for a major wellness services provider by creating a Gen AI agent that doesn't just answer questions – it guides, learns, and converts.
This wasn't a simple chatbot deployment or off-the-shelf solution. Instead, we engineered a custom AI system that understands context, adapts to user behavior, and delivers personalized experiences at scale. Read on to discover the three-layer AI architecture that made this transformation possible.
The wellness provider faced a critical business challenge that threatened their growth trajectory. Despite maintaining consistent website traffic, conversion rates from visitors to paying customers were steadily declining. Potential users frequently abandoned the platform during account creation and provider search processes, creating significant revenue leakage.
The company needed immediate, personalized assistance for visitors without overwhelming their live agent capacity. Traditional chatbots couldn’t provide the nuanced guidance required for their complex service matching process, while scaling human support wasn’t economically viable.
First, they wanted to increase visitor-to-lead and lead-to-customer conversion rates by replicating the quality and effectiveness of live agent interactions within an AI interface. Second, the solution needed to provide proactive, AI-driven conversations that could adapt dynamically to individual user needs and remember previous interactions for continuity.
Third, the system had to offer engagement opportunities beyond the website through integration with social media channels, expanding their reach and meeting consumers where they already spend time. Finally, the overarching business goal was to lower customer acquisition costs while simultaneously improving overall engagement metrics across all touchpoints.
Master of Code Global developed a comprehensive Gen AI-powered conversational agent integrated directly into the client’s website.
This intelligent solution transforms the consumer journey through three core AI capabilities working in perfect harmony. Route AI eliminates the complexity of traditional NLU training by automatically directing users to relevant conversation flows with advanced generative algorithms. This ensures visitors receive appropriate assistance immediately, regardless of how they express their needs.
Knowledge AI with Retrieval-Augmented Generation forms the brain of the system, allowing the client to train the agent using their proprietary data. This creates highly accurate, context-specific responses that reflect the company’s expertise and service offerings. The RAG technology ensures answers remain current and relevant as the business evolves.
Data Collection AI captures essential customer information naturally throughout conversations, eliminating repetitive questioning that often frustrates. The system intelligently gathers onboarding data and seamlessly transfers it to live agents when escalation becomes necessary.
The main conversation flow empowers users to create accounts effortlessly, search for service providers using personalized filters, and either connect immediately or schedule future appointments. This self-service capability operates alongside human support, giving customers choice in how they engage.
