customer_support · healthcare · workflow
Google Research Wayfinding AI agent uses proactive clarifying questions to deliver more helpful personalized health information
Navigating online health information is confusing and impersonal, and most AI tools act as passive question-answerers that provide generic comprehensive answers without seeking the context needed to give personalized guidance. People also struggle to articulate their health concerns without a clinical background.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · User submits health question
A user provides a health-related question to start a conversation with the Wayfinding AI.
Tools used
GeminiGemini 2.5 Flash
Outcome
Users preferred Wayfinding AI over a baseline Gemini 2.5 Flash model across helpfulness, relevance, goal understanding, and tailoring. Conversations were longer, with 4.96 turns on average versus 3.29 for the baseline on symptom-related topics.
Results
Volume4.96
Grounding & classification
Source type: technical build writeup
19 fields verified against source quotes.
agentic workflowai agentconversational aichat transcriptmetric backedsource backedtools describedworkflow describedhealthcarecustomer satisfactiontechnical build writeupcustomer supportagentic task execution