Optometrist Call Center – AI Help Desk + Rep Training Simulator

Challenge:
A regional optometrist chain was losing track of unresolved support issues buried in Google Chat threads and lacked a scalable way to train new reps. This resulted in inconsistent customer follow-up and long onboarding timelines for new hires.

Solution:
We developed an AI-powered help desk system that scanned Google Chat threads, identified unresolved service requests, and retroactively created HubSpot support tickets—ensuring nothing fell through the cracks. To accelerate onboarding, we also built a custom AI call simulation app (using Bland AI) that mimicked real patient inquiries, allowing new hires to practice and receive real-time feedback before ever picking up the phone.

Outcome:
The client saw a marked improvement in follow-up consistency, customer satisfaction, and call rep confidence. New hires ramped up in a fraction of the time, and the team now has a sustainable loop for support tracking and onboarding at scale.