How Eucalyptus is Scaling Health Coaching to 200K Patients with Amigo
"Building an agent in a highly regulated space that must comply with specific regulatory guardrails and safety requirements—because this is someone's health—is a really hard thing to do. Amigo's platform was built to do this."
The Problem
Eucalyptus faced a critical challenge across its five digital health clinics: how to scale access to high-quality, consistent care without compromising the personal touch that makes their human health coaches so effective.
"Patients come to our Juniper weight loss program exhausted and on the verge of giving up," says Patrick DiLoreto. "The empathetic coaching that meets patients where they're at and helps reframe their setbacks delivers significantly higher efficacy than the medication-alone approach of alternative providers, but scaling that human connection is incredibly challenging. What we're trying to do is replicate a human health coach with abilities far greater than simply a support bot."
Eucalyptus
Digital Health Platform
About the company
Eucalyptus is Australia's largest vertically integrated telehealth platform, serving over 500,000 patients through five specialized healthcare brands: Juniper (women's weight management), Compound (men's preventative health), Kin (women's reproductive health), Software (dermatology), and Pilot (men's health). The company operates across Australia, UK, Germany, and Japan, providing comprehensive digital healthcare including virtual clinical care, prescription services, and health coaching through its integrated platforms.
Eucalyptus had the following requirements for their solution:
Conversational Flexibility with Safety Constraints
The AI agent needed to have non-deterministic, open-ended conversations with patients while also maintaining robust safety and compliance guardrails. "That paradigm was something we knew we needed to satisfy, and other vendors could only do one of those two things," Patrick notes.
Superior Care Quality
The solution needed to deliver care on par with a human health coach, while also scaling in ways that human support alone can't. "We see this as a powerful complement to our expert team," Patrick explains. "It offers 24/7 availability, consistent delivery, and the ability to retain broad context, helping us maintain high-quality care and keep patients meaningfully engaged."
Speed to Market
As a lean team with competing priorities, Eucalyptus needed to deploy quickly rather than spend months building internal AI tooling. "We also looked at building this ourselves with OpenAI," Patrick notes, "but we'd be hacking away for a long time." What they needed was a solution that could seamlessly integrate with their engineering, product, and clinical teams quickly and safely.
"Amigo's value proposition was unique. We did quite a bit of research and there wasn't another vendor out there that looked like them. One that allows you to build quickly and has the requirements around safety guardrails in place."
The Solution
After extensive research across the AI landscape, Eucalyptus discovered they were shopping in a market that didn't yet exist. "Evaluating other vendors against Amigo felt like comparing apples and oranges," Patrick explains.
Using Amigo's platform, Eucalyptus started by building June, an AI health assistant for Juniper, their women's weight loss clinic.
Eucalyptus' clinical experts collaborated with their product team to design the agent and patient experience. They verified performance by using Amigo's platform to run 140,000+ simulated conversations with custom patient personas, then programmatically judged success against bespoke metrics across clinical accuracy, appropriateness, empathetic communication, proper escalations, and adherence to regulations.
By accurately simulating real-world encounters, Eucalyptus was able to validate performance instead of relying on internal benchmarks to signal readiness for deployment. These simulations tested edge cases that would take years to encounter in the real world, ensuring the agent was reliable before ever being exposed to a real patient.
The key differentiators that led Eucalyptus to choose Amigo included:
Granting Control without Sacrificing Experience
Amigo's platform allowed for complete control and auditability over agent behaviors, while delivering a natural conversational experience—a balance no other platform could demonstrate.
Putting Clinical Experts Behind the Wheel
Building on Amigo's platform enabled Eucalyptus to focus on patient experience rather than AI infrastructure. Agent training could be done by clinical teams rather than by AI engineers, keeping development in the hands of those who best understood their patients' needs.
Rapid Deployment
Patrick emphasizes the time-to-value advantage: "If we were to start from scratch internally, even just standing up all the scaffolding that Amigo provides would have taken us at least 12 months. And it probably wouldn't be as robust."
The Result
Eucalyptus has now deployed their new health assistant to Juniper patients. With 98%+ of interactions with June handled without looping in a human coach (an escalation rate under 2%), the agent can now safely and autonomously navigate nearly all patient touchpoints across complex health topics.
This is because the system was built to handle intricate scenarios beyond Q&A or standard "happy-path" interactions. Patients have engaged June in nuanced discussions like their relationship with food, how personal stress impacts their health goals, and the effects of their family history on eating patterns. The AI health assistant can successfully handle multi-layered care scenarios where patients present conflicting information, overlapping health inquiries, or behavioral patterns that require sophisticated reasoning and contextual understanding.
June initially achieved 98% overall performance on Eucalyptus-defined metrics during testing, but its post-launch performance with real patients actually exceeded simulation results. "Real patients are using June to overcome daily challenges, from food cravings and setbacks to staying motivated through plateaus," according to Patrick. "June unlocks a future where personalized guidance isn't held back by time or team size, and it's that kind of scalable impact on patient care that excites us most."
This collaboration demonstrates how AI can enhance human clinical expertise, delivering more consistent, contextual, and always-available care that scales without putting patient safety at risk. Having proven success, Eucalyptus is now in the process of expanding this new offering across its portfolio clinics—pioneering a new era where advanced AI capabilities enable billions of people around the world to receive personalized healthcare.
To see June in action, please visit this link.
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