METHODIQ Patient Care Agent

METHODIQ's production-grade AI agent that resolves customer questions and requests end-to-end, delivering answers and executing actions autonomously

ROLE

Product Lead

TEAM

Product Team <> CX Team (~10 people)

REACH

1.5M MAU as of June 2026

The Problem

Following METHODIQ's launch in Fall 2025, our Customer Experience team was quickly overwhelmed by tickets: medical questions, order requests, and general inquiries. To reduce ticket volume that required manual responses, we set out to build an agent capable of resolving a significant share of CX traffic.

I. Discovery & Prioritization

We analyzed ticket volume across categories to determine which agent capabilities would resolve the majority of CX tickets, allowing us to prioritize our roadmap. The highest volume categories were: Returns/Exchange Questions, General Questions, Executing Returns, Executing Exchanges, and Cancel Order.

II. Roadmap

After determining ticket volume, we took:

volume x feasibility

to determine the roadmap.

III. Key Decisions

Build vs. Buy

We chose to build the agent on the Zowie platform, that uses Gemini. The decision came down to three factors: speed (our CX data and tickets already existed in Zowie), accessibility (low-code and development options), and cost (most economical plan we evaluated).

Knowledge vs. Actions

We needed the agent to conduct actions to effectively absorb CX tickets. But, actions are a more risky and challenging build, so we decided to launch a knowledge bot as a PoC, as we got acquainted with the tool.

Executing actions safely

We needed to ensure that the agent could execute actions safely, without exposing actions or PHI through our endpoints. We decided to use a session-scoped JWT token to execute actions.

III. Architecting Secure Agent Actions

In order to perform any actions, the agent would check METHODIQ system to determine if there is a match for the order number and email/zip provided.

VI. Building Workflow & Integration Scripts

Every decision we make is shaped by a clear sense of purpose. Our journey has been anything but ordinary. Through every step, we've focused on staying true to our values and making space for thoughtful, lasting work.

Workflow in Zowie Platform:

V. Production Testing

Driven by curiosity and built on purpose, this is where bold thinking meets thoughtful execution. Let’s create something meaningful together.

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