Logicwind
Case · Eugenix

Every patient answered. Doctors still decide.

Eugenix Hair Sciences runs four hair transplant clinics in India. We gave them two AI care agents on WhatsApp, built on ZINQ. One turns every new enquiry into a case a doctor can review. The other looks after patients through recovery.

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Client
Eugenix Hair Sciences
Clinics
Gurugram, Mumbai, Hyderabad, Bhubaneswar
Service
AI Solutions
Built on
ZINQ.AI
Runs on
WhatsApp, Bitrix24, Zoho Desk

A hair transplant takes one day. The relationship around it takes years.

Eugenix does one thing: surgeon-led hair transplants, 20,000+ procedures for patients from 90+ countries. Every enquiry is a big decision, and the person writing in is usually anxious. A slow first reply loses them before a doctor sees the case. An unanswered question at 11 PM, four days after surgery, loses their trust.

Before surgery is where a clinic wins a patient. After surgery is where it keeps them.

What had to change.

  • Leads at every hourEnquiries arrive from Instagram, Facebook and the website, day and night. Each one expects a WhatsApp reply now.
  • Cases a doctor can't assessA doctor needs screening answers and scalp photos from the right angles. A missing angle meant days of back and forth.
  • Counsellors doing data entryPhotos uploaded, lead stages moved and notes written in Bitrix24, by hand, for every lead.
  • No room to overpromisePatients ask for prices, guarantees and medical opinions, in English, Hindi or Hinglish. One invented figure damages a doctor-led brand.
  • Emergencies among routine questionsRecovering patients ask the same care questions at all hours. Heavy bleeding or a fever can't get lost in that queue.

Two agents. Two WhatsApp numbers.

Both answer from Eugenix's own documents, write into Eugenix's own systems and hand off to Eugenix's own people.

Before surgery

Tagore

Turns a new enquiry into a case a doctor can review.

Handles
Screening questions, scalp photos, appointment and callback requests.
Knows
The clinic and its doctors, the DHT technique, how consultations work.
Writes to
The Bitrix24 lead: photos, stage and an AI summary of the chat.
Hands off to
Hair Science Advisors and counsellors, 8 AM to 11 PM.
After surgery

Ved

Looks after patients from day one to the final result.

Handles
Aftercare questions, progress photos, callbacks, emergency escalation.
Knows
Eugenix's doctor-validated aftercare protocol, from the first week to regrowth.
Writes to
Zoho Desk tickets for the eCare and medical teams.
Hands off to
Counsellors, 9 AM to 9 PM. Out of hours, a priority ticket for the next shift.

Patients see WhatsApp. Staff see their own tools.

Both agents share one engine. Every action lands where Eugenix's team already works.

PatientAgentEugenix's team
New enquiryFrom an ad or the website.
TagoreScreens, collects photos, books requests.
Bitrix24New leads wake Tagore. Photos, stage and summary land on the lead.
Shared engineRouter, knowledge banks, guardrails, workflows, handoff.
ZINQ chat appEugenix-branded. Staff review cases and take over any chat.
Recovering patientAfter the procedure.
VedAnswers aftercare, escalates, logs tickets.
Zoho DeskTickets for the eCare and medical teams.

AI carries the conversation. Eugenix's team decides.

One patient, from the first enquiry to long-term follow-up. An illustrative journey.

PatientTagore or Ved (AI)Eugenix teamBefore the procedure · Tagore
Enquires from an adInstagram, Facebook or the website
Greets and screensContact details, seven questions
Sends scalp photosOne to ten angles, any time
Files it in Bitrix24Photos, stage, AI summary
Doctor reviews the caseMay ask for another angle
Asks for that angleQuoting the reviewer's note
Counsellor callsConsultation and plan
Surgery day
After the procedure · Ved
Asks at 11 PM, day 4About swelling or itching
Answers from the protocolOr logs an urgent ticket
Medical team steps inFor emergency symptoms
Monthly photo check-inPart of the follow-up plan
Sends progress photosFrom home, on WhatsApp
Doctors review progressThrough a Zoho Desk ticket

Safe to put in front of patients.

  • It never diagnosesNo candidacy calls, no promised results, no prices. Ask twice, get the same answer.
  • Doctors review the photosThe AI collects them. A doctor reviews every case. If an angle is missing, Tagore asks for exactly that one.
  • Emergencies go straight to peopleHeavy bleeding, pus, fever or trouble breathing is escalated at once. Ved never calls a symptom normal on its own.
  • It says it's AIBoth agents say so up front, speak as part of Eugenix's care team, and reply in English, Hindi or Hinglish.

What changed.

Eugenix's team now spends its time on the conversations that need judgement.

The momentBeforeNow

A new lead writes at 2 AM

Waits until the team comes online.

Greeted at once, screened and asked for photos. VIP or urgent cases go to the top of the morning queue.

A case goes to the doctor

A counsellor gathers details and photos by hand.

It arrives with contact details, screening answers and at least one scalp photo.

A photo angle is missing

Follow-up calls and messages.

The reviewer notes it. Tagore asks the patient for that exact angle.

The CRM needs updating

Photos, stage and notes entered by hand.

Tagore files the photos and moves the lead. An AI summary of the chat lands on it.

Swelling on day 4, at 11 PM

Waits for the eCare team.

Ved answers from the protocol, or escalates at once if it's an emergency symptom.

Your patients, answered at any hour.

One honest hour.

Tell us how enquiries and aftercare run today.

We show you what changes when ZINQ is on WhatsApp.

If AI isn't the answer, we say so.

200M+Revenue generated
100+Products shipped
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