HubSpotThe company
Aidin makes referral management software for hospitals and the post-acute providers they discharge patients to. Hospitals send referrals through it, providers receive and respond to them, and both sides see where each transition stands. The site says it is used by hundreds of hospitals across the United States and connects more than 21,000 post-acute providers, with over two million referrals a year. Aidin was acquired by LeanTaaS in 2026.
The problem
Providers on the network are clinical and admissions staff, not software people, and the questions are practical. I got a notification but cannot open the referral. We stopped receiving referrals. How do I add a colleague to our account. What does this badge mean. The support team had good written answers for most of these, but the providers were reaching them through a form and waiting.
The team also had a firm requirement: no invented steps, no guesses about what support would do next. A wrong answer about referral routing costs a provider a patient.
How it runs
Aidin set up eesel in April 2026 and spent the spring iterating: first a set of small single-topic bots for referrals, settings and accounts, then one agent, Aidin Support, that covers all three and went live in July. It reads about 300 HubSpot help articles and tickets, about 110 pages of myaidin.com and about 90 files the support team wrote for it.
- Three domains, one agent. Referrals (finding, receiving, opening and responding to them), provider settings (badges, insurance, referral sources, scores) and account settings (creating an account, adding and removing team members, verified admin status).
- Only the team's documents count. eesel answers from the attached files and nothing else. If the files do not cover it, it says it does not have enough information and flags it for the team.
- Escalation is a HubSpot ticket. The ticket is formatted like the existing support form so it lands in the same queue the team already works. eesel confirms it has been logged and does not speculate about what happens next.
- Tone is calm and short. Providers are busy clinical staff, so answers are action-first, with no jargon they did not use themselves.
A month of work
Between 8 August and 8 September 2026 eesel answered about 150 chats on Aidin's site, ran about 220 knowledge searches and opened 74 HubSpot tickets for the team. Roughly half of chats ended with a ticket, the other half closed in chat. Almost all of it happened during the US working day.
What is next
A second agent for HubSpot tickets is set up and not yet live. When a ticket is created in the Hospital Support or Provider Support pipeline, or a customer replies to one, it will draft a reply as an internal note for the team to review. Legal, security and data questions are always left for a person.