A biotechnology company that incubated in the Faculty of Sciences at the University of the Republic, ATGen previously served health-care service providers who purchased clinical services, diagnostic reagents, and recombinant proteins.

At the onset of the COVID-19 pandemic in 2020, ATGen anticipated the need for effective testing and quickly started producing RNA extraction kits, as well as RT-PCR and antibody testing kits. ATGen soon found itself in the unique position to help address the surging demand for COVID-19 testing as other clinical labs and healthcare institutions were overwhelmed. They quickly pivoted their business strategy to also provide their services to the public directly.

In order to assist everyone in need a COVID test, ATGen needed to use the most popular communications app used in the nation. tyntec and WittyBots partnered to integrate WhatsApp with a chatbot, leveraging the dominant popularity of WhatsApp as well as its flexibility to integrate with automation solutions.

USE CASE

Handing common inquiries

As a rapidly growing company, ATGen needed to figure out how to efficiently handle hundreds of thousands of customer inquiries regarding their COVID-19 testing schedules and results, and how to provide customers with up to date information about COVID. Instead of ballooning their support department, the majority of standard questions needed to be handled automatically. Live agents could then focus on individuals who felt very anxious and needed more personal support.

INTEGRATION

Conversations API and WhatsApp Chatbot

To be able to provide immediate answers to customers even when no live agent support is available, ATGen uses a service bot integrated with tyntec's Conversations API (WhatsApp channel) so that they can handle inquiries about scheduling and test result information, and also provide a handover-to-agent service if customers seem anxious and send repeated inquiries. The messaging dashboard enables agents to monitor interactions and take over when needed.