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GenAI solution for Carl Zeiss Meditec

Germany

Carl Zeiss Meditec wanted to help clinics handle rising patient inquiries without increasing operational strain. Our team built a HIPAA-compliant GenAI assistant that drafts personalized replies for clinical staff to review. Within weeks, clinics saw 50% faster replies and early signs of increased patient conversion

20% conversion lift in the first test period

The Challenge

CZM wanted to improve how clinics respond to early patient inquiries. The goal was to reduce the time and effort clinic staff spend on routine communication, while still keeping responses clear, consistent, and professional.

Early interaction is key to building trust and helping patients move forward in their care journey. The team saw an opportunity to use GenAI to assist with this work. But the ambition wasn’t just about automation. It was about helping clinics stay responsive under pressure, without adding tools that create new complexity.

Our Solution

Zeiss needed a flexible, compliant solution that could scale across clinics, each with its own tone, scope, and standards for patient communication. To deliver, our team focused on three things: clinical control, relevance, and adaptability.

1

Training of
GenAI

We have trained GenAI specifically for use in clinical contexts. As a result, the algorithm can identify the intent, subject and tone of each request, generating drafts that are precisely tailored to the relevant clinical specialty. These drafts are efficient, relevant and immediately usable.

2

Assured
Quality

Human oversight is ensured at every step to guarantee that no draft leaves the system unchecked: employees review and refine every message before it is sent. This guarantees consistent quality, accountability and full compliance with strict standards at all times.

3

Tailored to
Clinics

Clinic-specific customisation ensures that individual information, such as style guides and services, is taken into account. The assistant seamlessly integrates into existing CRM systems, providing precise support for the clinic’s day-to-day operations.

4

Seamless
Scalability

The tool was designed for scalability from the outset. It can be used as either an extension or a standalone application and delivers a seamless, efficient user experience across countries.

Impact of Our Work

Clinics cut the time spent replying to patient messages by
>50%
One in five clinics saw an increase in patient conversion during the pilot of
>20%
The solution was delivered with full privacy and compliance from day one
100%
Every clinic was able to customise the tool to their workflows and data
100%

Client Background

Carl Zeiss is a global technology leader active in optics and optoelectronics. In healthcare, its software and hardware solutions support clinics in delivering better care and stronger patient experiences.

With rising demand for early-stage engagement, Zeiss saw a chance to support clinics before treatment begins, without increasing pressure on staff.

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