WhatsApp & IVR Automation Platform — Engineering Case Study

Healthcare / Communication Automation · by Yatharth Lakhera

Automated patient communication layer across WhatsApp and IVR — handling appointments, reminders, and self-service for 100+ hospitals at sub-linear cost.

The challenge

Patient support volume scaled linearly with hospital count — every new hospital meant more agents, more cost, more queue time. Routine asks (bookings, reports, billing, pre-op instructions) were drowning the support team.

The build

Built a unified communication layer across WhatsApp Business API and IVR on Java/Spring Boot with an event-driven core. Intelligent routing uses patient history and inquiry type to decide between bot self-service and live handoff — and context survives the transition.

Impact

-50% operational load — automation absorbed routine inquiry volume
Coverage across 100+ hospitals with sub-linear support scaling
Seamless human handoff with full chat/IVR context preserved

Technologies: WhatsApp Business API, IVR, Java, Spring Boot, Event-Driven, Twilio

Yatharth Lakhera — full portfolio