The Challenge
AyuHealth's customer support team was calling leads in the order they came in — first in, first out. No prioritization. No intelligence. High-value leads sat in a queue behind low-intent inquiries, and agents spent as much time on dead-end calls as on potential conversions.
The problems:
- No lead prioritization — a patient ready for surgery got the same queue position as a casual inquiry
- Manual call triggering — agents decided when and who to call based on gut feel
- No real-time signals — by the time a lead was called back, the intent window had closed
- Scale pressure — as AyuHealth grew across 100+ hospitals, the volume of inbound leads overwhelmed manual processes
The Solution
Single-handedly designed and built the entire backend for a real-time lead scoring and automated calling system.
Real-Time Lead Scoring
- 30+ business parameters feed into the scoring model — patient intent signals, inquiry type, location, timing, insurance status, previous interactions, and more
- Automatic call triggering — when a lead crosses the priority threshold, the system initiates the call without human intervention
- Dynamic re-scoring — leads are continuously re-evaluated as new events come in, so a patient who just viewed surgery pricing jumps the queue
Event-Driven Architecture
The system processes 200k+ events per day with peaks of 100 events per second — patient actions, website events, call outcomes, and CRM updates all flowing through the pipeline in real-time.
- AWS SQS for reliable async event processing with guaranteed delivery
- Redis for real-time scoring state and lead caching
- Decoupled microservices — scoring, call routing, and analytics each operate independently, so a spike in one doesn't cascade
Safe Production Rollout
- Shadow deployment — the new system ran in parallel with the existing manual process, scoring leads and recommending calls without actually triggering them
- Validated scoring accuracy and call timing against human decisions before cutover
- Zero-risk transition from manual to automated calling
The Impact
- Pickup rate increased 25–40% — calling leads when intent is highest instead of when they happen to be next in queue
- Agent productivity up 30% — agents spend time on pre-qualified leads instead of cold calls
- Conversion rate up ~1% — small percentage, large revenue impact at AyuHealth's scale
- 200k+ events/day processed with sub-second scoring and automatic call triggering
- 100 events/second at peak handled without degradation
Testimonial
"I worked with Yatharth for almost 2 years across a range of very complex product implementations. There are 3 areas where Yatharth raises the bar: Implementing complex technology — he helped me build a product for prioritizing and routing, in real-time, incoming calls to our call center. This was a highly complex piece of work delivered over many months with a near flawless, defect-free go-live. Simplifying product launches — for another large feature-set going live, he suggested breaking down the product into 3 logical phases based on a solid understanding of the product, creating no new tech overhead and shortening time to use. Super-responsive — business teams would feel comfortable approaching him for any support. Overall, a very sound tech-leader."
— Gaurav Gadgil, Head of Product, AyuHealth