Squlpt Body sculpts a better support experience for their medical and procedure queries
Katelin Teen
Last edited September 5, 2025
- Squlpt Body is a top-tier body sculpting clinic in California and New York, known for amazing results and making patients feel safe and cared for.
- They were stuck in a loop, answering the same questions over and over again about procedures, safety, and scheduling. This meant potential patients were left waiting for answers, and the specialists who should have been in high-value consultations were busy being a human FAQ page.
- They added an AI agent from eesel that works right inside their Zendesk dashboard AND they’re existing Zendesk messaging widget.
- They fed it all their internal info from Google Drive, and just like that, they had an assistant ready to give instant, accurate answers and sort through inquiries.
The result? The team is no longer drowning in repetitive tickets, patients get answers 24/7, and the human surgeons can focus on talking to people who are prepped and ready for a real conversation.
Squlpt Body is all about high-end treatments, both surgical and non-surgical. Their whole approach is built on trust – providing a confidential, reassuring experience for people making big decisions. That high-touch feel is everything to them.
Too many questions, not enough specialists
When your reputation is built on premium care, the first conversation a potential patient has with you matters. A lot. But Squlpt’s team was hitting a few snags that were getting in the way.
- Answering the same stuff all day: A huge chunk of the support team’s time on Zendesk was spent repeating the same info about recovery times, procedure details, and who makes a good candidate.
- Spotting serious leads was a mess: Sifting through all the incoming messages to find the people who were actually ready to book a consultation was slow and clunky.
- People want answers now: Potential patients do their research at all hours. When they have a question at 11 PM, waiting until the next business day for an answer can kill the momentum.
- Keeping a consistent tone, and accurate answers: Staying professional and empathetic is key, but it’s tough when you’re dealing with a huge volume of messages. Each answer in this industry must be accurate, and consistent.
A smart AI patient concierge in Zendesk
Squlpt Body decided to use eesel AI to build out a digital patient concierge that could live right in their Zendesk setup. No messy migration needed.
- One source of truth: They just connected their Google Drive – packed with all their approved procedural info, FAQs, and safety guides – to eesel. With a few clicks, the AI agent was live in Zendesk, ready to be the first point of contact.
- Sorting inquiries automatically: The AI now fields all the common questions instantly. It also uses the Zendesk Add tag action to automatically label conversations (like ‘Petite_BBL_Inquiry’ or ‘Consultation_Ready’), which keeps things tidy. For simple questions, it just uses the Zendesk close ticket action and resolves the issue on the spot. No human needed.
- Knowing when to call for help: When an inquiry gets too complex or needs a surgeon’s eye, the AI doesn’t just freeze up. It uses the Zendesk leave internal note action to write a quick summary for the human agent, then does a clean Zendesk chat handover to the right person. The human team gets the context without having to ask the patient to repeat themselves.
- Protecting the brand (and the team): Using eesel’s prompt editor, Squlpt customized the AI’s personality. They even built in a cool rule: if a customer starts using negative or abusive language, the AI is programmed to professionally disengage. It’s a simple way to protect the brand’s image and team morale.
A happier team and a smoother patient journey
Putting eesel to work inside Zendesk has completely changed how Squlpt Body handles its patient intake.
- The team got their time back: The AI agent automated over 60% of the initial patient chats. This freed up the human team to focus entirely on qualified consultations and more involved patient care.
- Instant support, anytime: The average first-response time dropped from hours to a few seconds. That 24/7 availability means they can catch people’s interest the moment they have it.
- Better-quality conversations: By the time a potential patient talks to a human, they’re already well-informed. This leads to much more productive chats and, ultimately, more consultations with surgeons.
- A seriously organized Zendesk: The automatic tagging and note-leaving has made their Zendesk environment a breeze to navigate. The team can easily see trends in what people are asking about.
What eesel and Sculpt learned from this
- An AI can totally handle sensitive, high-stakes customer conversations with the kind of care a premium brand needs.
- Plugging an AI into a tool you already use, like Zendesk, means you can get it working in minutes, not months. It just makes sense.
- This isn’t about replacing people. It’s about letting automation handle the repetitive stuff so your team can focus on what they’re best at: building relationships and giving expert advice.
In such a careful industry as healthcare and medical procedures, being careful about how patient questions are handled is essential. Being able to carefully prompt and customize the prompt to include clear parameters and guardrails is why eesel AI is able to handle these types of queries with care.
