How AI-Powered Customer Support Uplifted Booking Conversion Across 29 Locations
SundayPyjamas AI Suite transformed customer experience for Canada's leading ultrasound brand with 29 locations nationwide
UC Baby
Healthcare / Ultrasound Services
The Challenge
UC Baby's website visitors faced significant friction when trying to book elective 3D/4D/5D ultrasound experiences. Expectant families had complex, nuanced questions about: optimal timing for different ultrasound types based on gestational age, package details and pricing, location availability and proximity to their postal code, safety information and procedural expectations, and post-service access to videos and keepsakes. Without immediate answers, potential customers would abandon the booking process entirely, call multiple locations seeking information, book inappropriate packages for their gestational stage, or experience frustration leading to negative reviews. The front desk teams across 29 locations were overwhelmed with repetitive inquiries, reducing their capacity to focus on in-person customer service and complex cases.
The Solution
SundayPyjamas AI Suite provided UC Baby with a comprehensive agent platform featuring: intelligent agent capabilities with tool calling functionality for package recommendations, product matching, and location lookups; advanced file search and retrieval capabilities that pull relevant information from UC Baby's knowledge base; and agentic chat experiences that understand context and provide personalized recommendations based on customer needs. The platform automatically processes UC Baby's service catalog, location data, pricing information, and frequently asked questions to create a comprehensive knowledge base. AI agents with tool calling capabilities then search and retrieve relevant information to generate contextual responses that guide customers to the most appropriate services based on their specific needs and gestational stage. The system leverages advanced agent capabilities with tool calling to understand complex relationships between gestational ages, service offerings, and customer needs, providing contextually appropriate recommendations rather than generic responses.
See It In Action
Implementation Approach
Phase 1: Knowledge Consolidation
Integrated comprehensive service catalog, pricing, and location data into agent knowledge base
Configured AI agents for healthcare consumer service context with tool calling capabilities
Established safety boundaries and response guidelines for agentic interactions
Phase 2: Intelligent Deployment
Deployed customer support agent interface with seamless booking integration
Implemented tracking and analytics for continuous agent performance improvement
Trained staff on AI agent-assisted customer service workflows
Phase 3: Continuous Optimization
Refined agent responses based on customer interaction patterns and feedback
Enhanced location lookup capabilities and fallback procedures through tool calling
Expanded knowledge base with additional service details and policies for agent retrieval
Phase 4: Scale and Expand
Rolled out consistent agentic chat experience across all 29 locations
Integrated advanced features like video access guidance through intelligent agent responses
Established ongoing content update processes for agent knowledge base optimization
Results
The intelligent customer support agent successfully serves customers across all Canadian provinces, with particular strength in Ontario (36% of interactions), British Columbia and Saskatchewan (16% each), Maritime provinces (16% combined), and Western and Atlantic regions (12% combined). The agentic chat system demonstrates sophisticated understanding of customer needs through intelligent tool calling: early pregnancy guidance (7-9 weeks) with 44% of interactions focusing on fetal age assessment and early gender testing recommendations, optimal imaging windows (21-25 weeks) with 20% of customers receiving 3D/4D/5D package information, and comprehensive support for even late-term customers (36+ weeks) receiving appropriate fetal position scan recommendations. The system achieved an 85% increase in customer inquiries handled by AI agents, 92% accuracy rate in package recommendations, 78% reduction in booking abandonment, and 65% improvement in customer satisfaction scores.
85%
Increase in inquiries handled by AI agents
92%
Accuracy rate in package recommendations
78%
Reduction in booking abandonment
65%
Improvement in customer satisfaction
"The intelligent customer support agent implementation exceeded our expectations in both speed and effectiveness. We immediately saw our customers getting the detailed information they needed to make informed decisions about their ultrasound experience. The agentic chat system handles complex questions about gestational timing and package options that previously required multiple phone calls. Most importantly, it's helping families feel confident and excited about their upcoming appointments."
UC Baby Management Team
Healthcare Consumer Services
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