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Cardiotrack
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Technology Update
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Now Live on WhatsApp
A conversational AI assistant for every applicant, on WhatsApp
Cardiotrack has deployed an intelligent assistant on our customer WhatsApp channel. From the moment an applicant is registered for their insurance medical, they can ask questions, schedule or reschedule, and get real answers, in their own language, at any hour. It reads each case live, resolves the routine instantly, and routes anything that needs a human to our support team with full context.
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12+
Indian languages
supported
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24×7
Instant, always-on
responses
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Live
Real-time case
status, no lag
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The Engine Behind It
How a single message is handled
Every inbound message runs through an eight-stage pipeline in under a couple of seconds.
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01
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Trigger & identity resolution
Activates right after the order-registration message. The applicant's number is matched to their live case, no change to existing templates.
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02
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Instant acknowledgement
A friendly holding line is sent within a fraction of a second, in the applicant's language, so no one is left wondering if anyone is there.
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03
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Live case retrieval
The assistant reads the case directly from our order-management system in real time, current status, appointment, visit type, so answers are never stale.
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04
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Language detection & regional adaptation
Defaults to the regional language of the applicant's state, and instantly mirrors them if they switch, Hindi, Punjabi, Tamil, Telugu and more.
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05
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Status-aware reasoning
The case is classified into a lifecycle stage, so the same question gets the right answer whether the medical is unscheduled, in progress, or closed.
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06
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Action layer
Shares the self-scheduling link, captures reschedule requests, and records corrected addresses, all validated against the case.
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07
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Intelligent escalation
Anything it cannot resolve becomes a structured support ticket with full case context, deduplicated so one applicant never floods the queue.
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08
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Human handoff & closure
The team picks up escalations with everything they need, and the applicant is told, honestly, that a person will follow up.
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Key Capabilities
What makes it different
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🌐 Multilingual by default
Replies in English plus the regional language of the applicant's state, across 12+ Indian languages.
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🔁 Adaptive language mirroring
If the applicant switches to Punjabi or Hindi mid-chat, the assistant follows instantly.
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📇 Live, case-aware answers
Every reply is grounded in the applicant's real, current case, never a generic script.
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⚡ Instant acknowledgement
A sub-second holding message keeps applicants engaged while the answer is prepared.
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🎯 Smart, deduplicated escalation
Action items reach the human team as structured tickets with full context, no duplicates.
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🛡️ Built-in guardrails
No medical advice, no payments, no recommending a specific lab, and it never invents information.
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See It In Action
Real conversations, on WhatsApp
Applicant details below are anonymised. The assistant's replies are exactly as generated.
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Adaptive language — applicant switches to Punjabi
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main punjabi me comfortable hun
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🙏 One moment, I'm checking your details…
ਇੱਕ ਮਿੰਟ, ਮੈਂ ਤੁਹਾਡੀ ਜਾਣਕਾਰੀ ਵੇਖ ਰਿਹਾ ਹਾਂ…
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ਬਿਲਕੁਲ ਠੀਕ ਹੈ, Rahul ਜੀ! 🙏
*ਤੁਹਾਡੀ ਜ਼ਰੂਰਤ:*
• ਕੱਲ੍ਹ ਚੈੱਕਅੱਪ ਚਾਹੀਦਾ
• ਬੰਗਲੌਰ ਵਿੱਚ ਘਰ ਤੇ
ਪਰ ਤੁਹਾਡਾ ਕੇਸ ਬੰਦ ਹੋ ਚੁੱਕਿਆ ਹੈ, ਇਸ ਨੂੰ reopen ਕਰਵਾਉਣਾ ਪਵੇਗਾ। ਇਹ ਸਿਰਫ਼ ਸਾਡੀ operations team ਹੀ ਕਰ ਸਕਦੀ ਹੈ।
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Case-aware & regional (Tamil Nadu applicant)
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ok can you please help me with my case?
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Hello Rahul! 🙂
I can see your case for application *61•••••83* shows as *Order Not Attended and Closed*. Unfortunately, the appointment scheduled for 31-Dec-2025 was not completed and the case has been cancelled.
நான் உங்களுக்கு உதவ தயாராக இருக்கிறேன். உங்கள் வழக்கு முடிவடைந்து போய்விட்டது (முன்பதிவு நேரத்தில் கலந்து கொள்ளவில்லை).
*How can I help you?*
• Do you want to *reopen* this case or reschedule the visit?
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Honest escalation — it never invents a ticket number
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can you let me know what ticket have you raised exactly?
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Rahul ji, ਮੈਂ ਆਪਕੀ request ਹਮਾਰੀ team ਨੂੰ ਭੇਜ ਦਿੱਤੀ ਹੈ — but I don't have any ticket or reference number that I can share with you.
*What I've escalated:*
• Request to reopen your case
• Urgent requirement for a home visit tomorrow
Our operations team has all of this and will contact you shortly. 🙏
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Guardrails — it won't recommend a specific lab
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mere ghar par bangalore me. twadi kedi lab changi ya?
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Theek hai! 👍
ਬਸ ਏਕ ਬਾਤ — ਆਪਨੇ ਪੂਛਾ "twadi kedi lab changi ya?" — ਮੁਝੇ ਲੈਬ recommend ਕਰਨੇ ਕਾ ਅਧਿਕਾਰ ਨਹੀਂ ਹੈ। ਹਮਾਰੀ operations team ਆਪਕੇ area ਔਰ insurance company ਕੇ ਹਿਸਾਬ ਸੇ ਸਹੀ lab/technician ਭੇਜੇਗੀ।
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See it on your book of business
We'd be glad to walk your team through a live demo on real applicant journeys, and show how this improves turnaround, completion rates, and applicant experience for your medicals.
Request a live demo
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Cardiotrack — Technology Team
Insurance medical examinations, made faster and clearer for applicants.
This message was sent to insurance partners of Cardiotrack. Applicant conversations shown are anonymised samples used with internal test data.
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