Today
Decagon handles inbound member chat and can pull session counts and basic context. Richer system lookups (eligibility, claim status, scheduling) escalate to a human navigator. Care Ops wants to expose more Tray-built workflows as Decagon-callable tools so resolution happens natively.
How the workflow helps
Tray builds workflows (eligibility lookup, claim status, session count, appointment reschedule) and exposes them as MCP tools that Decagon invokes. Decagon's reasoning layer stays in place; Tray gives it deterministic, governed access to Spring's backend systems.
Value inputs to capture
- How many member chats does Decagon handle per month?
- What percent currently escalate to a care navigator?
- Which question types could be resolved deterministically with a Tray-built tool?
Add volume, time saved, and loaded cost to create a draft estimate. Until then, no impact number is shown.