Executive Summary

Doctolib reduces incident resolution time by 70% with Mindflow’s agentic process automation

Doctolib's Customer Care Performance Team achieved full operational autonomy and reduced incident resolution time by 70% through secure, agentic process automation powered by Mindflow, which is natively built on AWS serverless infrastructure, including Bedrock, Lambda, and DynamoDB.

Problem Statement

Doctolib’s Customer Care Performance Team was hindered by manual, multi-team workflows that resulted in delays in incident resolution. Each incident required handoffs between IT, Product Support, and Incident Management, slowing response times and stretching resources. Additionally, legacy automation tooling lacked compliance with security policies and failed to leverage the scalable and secure foundation provided by AWS-native cloud services.

Solution & Architecture

Doctolib selected Mindflow, an orchestration and automation platform built entirely on AWS serverless technologies, including AWS Lambda, Step Functions, DynamoDB, IAM, and Amazon Bedrock.

Using Mindflow, Doctolib’s Customer Care Performance Team was able to:

• Automate incident alerting from PagerDuty

• Programmatically create JIRA tickets

• Trigger Slack notifications in real-time

• Securely interact with AWS DynamoDB to log incident metadata

• Run scheduled summarization flows for CTI and operational alerts, backed by Step Functions

• Leverage AI Agents powered by AWS Bedrock, enabling GenAI summarization and alert enrichment directly in the workflow

• Operate within a compliant, enterprise-grade environment using IAM, Secrets Manager, and CloudWatch for observability and security.

Thanks to its intuitive no-code UI, Mindflow empowered non-technical team members to design and manage automation securely, on infrastructure entirely hosted and scaled via AWS.

Outcomes & Success Metrics

70% reduction in resolution time: Using automation flows running on AWS Lambda and AI Agents powered by Bedrock, Doctolib reduced incident handling time from ~10 minutes to under 3 minutes.

Full operational autonomy: The Customer Care team now owns incident triage and response workflows end-to-end, via Mindflow’s UI and the AWS services underlying it.

Compliant, secure workflows: Credential management and secrets access are handled through AWS IAM and Secrets Manager, ensuring full compliance with Doctolib’s internal security standards.

Improved team satisfaction: Less time on manual tasks, more time on value-driven work. Automation freed up human focus for what matters.

Scalable GenAI-powered workflows: AI Agents built on AWS Bedrock scale across summarization, enrichment, and contextual alerting—without increasing headcount.

Total Cost of Ownership Analysis

The Mindflow solution eliminated the need for dedicated internal dev work or infrastructure provisioning.

• No additional developer resources required to build automation.

• All orchestration ran on AWS-native serverless services: Lambda, Step Functions, AppSync, and DynamoDB.

• GenAI use cases run on Amazon Bedrock, enabling powerful summarization and decision support without model fine-tuning.

• Reduced cost of repetitive labor and faster resolution times drove high ROI.

• Time-to-value was achieved in under 4 weeks, thanks to Mindflow’s prebuilt AWS integration patterns.

Learnings

Start with high-impact workflows: Using Bedrock-powered agents for alert summarization delivered immediate value with minimal overhead.

No-code + AWS = fast scale: Mindflow’s no-code interface sits on top of a full AWS serverless backend, enabling fast rollout by non-developers without sacrificing scalability or control.

Enterprise-grade security was non-negotiable; winning internal buy-in hinged on AWS-native services, such as KMS, Secrets Manager, and IAM, being built into the Mindflow architecture.

Collaboration drives adoption: Tight coordination between IT and Customer Care enabled secure, fast, and compliant integration, leveraging AWS infrastructure without needing to build from scratch.

From Idea to Execution in Minutes: The biggest shift? Teams no longer had to wait for IT or submit feature specs. With Mindflow, anyone could prototype, test, and ship automations—turning “thinkers” into “doers” with immediate, visible impact.