Veda — CTCA's AI Assistant

Intercom Fin deployed as a French-speaking AI assistant for a Swiss therapy practice

Project Overview

What We Worked On

Intercom Fin Setup & Tuning
Help Center Creation (29 articles)
Website Content Ingestion (251 pages)
AI Persona & Tone of Voice ("Veda")
Guardrails for Medical Questions
Handover Rules to the Practitioner

Background

After rebuilding CTCA's website, Diego Costier was still answering the same questions over and over — which therapy suits which problem, how much a session costs, whether insurance covers it, and how to book. A solo practitioner can't sit in an inbox all day. We deployed Intercom Fin as a named assistant, "Veda", trained on a purpose-built French help center and the whole public site, so visitors get an answer immediately and Diego only gets the conversations that actually need him.

The Challenge

Repetitive questions — Therapies, pricing, availability and insurance came up in almost every message.
No knowledge base — Everything lived in Diego's head or was scattered across the website; there was nothing an AI could learn from.
Health-sensitive context — An assistant in a therapy practice must never give medical advice, assess contraindications, or promise insurance reimbursement.
French-first audience — Patients in Lausanne write in French, with local vocabulary around Ayurveda, NAET and auriculotherapy.
Trust — Patients need to know they're talking to an assistant, and to reach a human the moment it matters.

The Solution

Phase 1: Knowledge Foundation

Built a French help center from scratch — 29 articles covering therapies, pricing, first-visit expectations, cancellation rules and practical logistics — and connected the 251 public pages of ctca.ch as an additional source, so Fin answers from real, owned content instead of guessing.

Phase 2: Naming & Persona

Named the assistant Veda — Sanskrit for "knowledge" and the root of Ayurveda — and gave it a warm, calm tone matching the practice. Published a public page explaining who Veda is, what it can do, and what it deliberately won't do.

Who is Veda?

Phase 3: Guardrails & Handover

Explicit boundaries: no medical advice, no contraindication assessment, no insurance confirmation. Anything personal or sensitive is routed to Diego directly, with the conversation context attached.

Phase 4: Conversion Paths

Veda doesn't just answer — it guides. Every relevant answer ends on the right next step: the matching service page, the relevant help article, or the online booking flow.

Phase 5: Tuning on Real Conversations

Reviewed real conversations weekly, turned every gap into a new article or snippet, and refined answers until the resolution rate stabilised at 87.5% with no human escalation needed on the vast majority of chats.

Results

Resolution rate

Answered by AI

0% (email only)87.5%

Automation rate

No human touch

0%87.5%

Involvement rate

Fin engages every chat

n/a100%

Knowledge sources

Owned content

None280 (29 articles + 251 pages)

A public help center that also works as SEO content and as a self-service layer for patients
Questions answered instantly, in French, outside consultation hours
Clear boundaries: Veda guides, Diego treats — no medical advice from the assistant
Every conversation ends on a next step: a service page, an article, or a booking
Low volume, high quality: the point isn't deflection at scale, it's a solo practitioner getting his evenings back