Most Tripment users came to the platform for a single diagnostic need—an MRI, CT scan, or lab test—usually triggered by an acute problem or doctor referral. However, once their immediate health concern was addressed, they left the platform without further engagement.
Tripment Health needed to increase patient awareness about preventive healthcare and encourage users to invest in additional lab tests and diagnostic screenings.
To solve this, Tripment partnered with Outter to integrate an AI-powered Checkup Bot that:
- Engaged users post-visit with a conversational health assessment
- Highlighted potential risks based on their health history, gender, age, and past medical procedures
- Recommended affordable preventive test bundles tailored to each user
Tasks:
- Increase awareness of preventive health risks & encourage additional lab tests
- Leverage past user interactions to drive engagement
- Ensure personalized, science-backed and HIPAA-compliant recommendations that build user trust
The Challenge: One-Time Users Had No Motivation for Preventive Health
Patients Focused Only on Immediate Medical Needs. Most users visited Tripment Health because of an urgent issue—a suspected fracture, infection, or a doctor-ordered lab test. Once their imaging or lab test was completed, they left the platform and didn’t return.
Because of low awareness about Preventive Healthcare and Proactive checkups, especially among underinsured US population, many Tripment Health's customers avoid regular checkups, assuming they are too expensive.
Also, patients often don't realize they're at risk for serious and chronic conditions, such as diabetes, heart disease, or thyroid disfunction. And no personalized proactive recommendations were in place - so customers weren't encouraged to invest in additional (yet affordable) preventive tests.
Without post-visit engagement, Tripment Health wasn;t maximizing marketplace retention. As users weren't aware that affordable lab tests bundles existed, Tripment was losing cross-sell opportunities.
Tripment Health needed a solution to:
- Increase awareness of proactive checkups and preventive lab tests
- Use highly-relevant personalized recommendation to increase booking frequency
- Promote affordable preventive checkup bundles
"Checkup Bot transformed one-time users into engaged, proactive patients. More people are choosing ongoing health monitoring, which benefits both them and our marketplace",
Head of Product, Tripment Health
The Solution: AI-Powered Conversational Checkup Bot
To re-engage users after their first visit, Tripment Health integrated Outter’s AI-powered Checkup Bot, a conversational AI assistant that:
- Engages users post-visit with a friendly, non-intrusive health assessment
- Analyzes risk factors based on past procedures, demographics, and symptoms
- Recommends the most relevant lab tests & affordable checkup bundles
- Builds trust by explaining why each test is important
AI-Driven Post-Visit Health Awareness ChatBot:
- Conversational health checkup – AI asks simple follow-up questions about lifestyle, medical history, and symptoms.
- Personalized recommendations based on past procedures – Uses previous Tripment bookings to suggest follow-ups or additional tests.
- Demographic-based screening recommendations – Tailors age- and gender-specific tests (e.g., cholesterol for men over 40, mammograms for women over 50).
Processing Pipeline:
- Step 1: Post-Visit User Engagement – AI initiates a friendly check-in conversation after a user completes an imaging scan or lab test.
- Step 2: Risk Factor Assessment – AI identifies potential health risks based on past medical history and demographic data.
- Step 3: Personalized Preventive Test Matching – AI recommends affordable lab test bundles tailored to the user’s risk profile.
- Step 4: Trust & Education – AI explains why each recommended test is important, increasing the likelihood of booking.
"Before, patients left after booking a single test. Now, AI keeps them engaged and guides them toward better health decisions.",
COO, Tripment Health
Tech Stack:
Outter Chatbot Module:
- LangChain + Self-Hosted Healthcare-Specific LLM (MedPaLM 2)
- FastAPI + PostgreSQL – Secure patient data processing
- FHIR API (Fast Healthcare Interoperability Resources) – HIPAA-compliant data handling
- Kafka + Webhooks – Real-time synchronization with Tripment Health’s test catalog & pricing database
The Results:
120% Boost in Order Frequency - Users became more proactive about health
4× Boost in Returning Users - AI-driven conversations improved retention
45% Growth in Preventive Bundles Sales - Customers invested in ongoing health monitoring
