From Symptoms to Solutions: How Any Lab Test Now’s AI Assistant Turned Conversations into Conversions
Brand: Any Lab Test Now Industry: Direct-Access Medical Lab Testing Franchise Locations: 200+ Partner: Tsource Engagement Type: Strategic Technology Consulting — Assessment, Road mapping, and Ongoing Execution
Any Lab Test Now provides direct access to clinical, DNA, and drug and alcohol lab testing services, as well as phlebotomy and other specimen collection services, through a retail storefront franchise model. With over 200 locations nationwide and a catalog of nearly 8,000 tests, they have built something genuinely different in the healthcare space, giving everyday consumers direct access to lab testing without a doctor’s referral. Customers choose Any Lab Test Now for their affordable, upfront pricing and a fast, convenient experience that returns results within 24 to 72 hours.
With the available range of testing options came a real opportunity to guide customers more intelligently towards tests that are right for them, and in a way that feels effortless.
The Challenge
Any Lab Test Now’s greatest strength, its breadth of testing options, also created its greatest customer experience challenge. With thousands of tests spanning general health, DNA analysis, drug and alcohol screening, advanced diagnostics, and more, customers often arrived unsure of which tests applied to their situation. The traditional browsing and search experience was not equipped to guide someone who simply knew how they felt, not which test code they needed.
Any Lab Test Now wanted to give customers a more intuitive path to the right test; one that met them in natural language, asked the right questions, and delivered personalized recommendations tied directly to their catalog. Equally important, the solution needed to scale across a franchise network, protect customer data, and remain adaptable as AI technology continued to evolve rapidly.
The Tsource Solution
Ask Alice is a conversational AI assistant developed by Tsource in partnership with Any Lab Test Now. Building on the foundation laid by Any Lab Test Now’s three-year Technology Roadmap, itself a product of Tsource’s comprehensive technology assessment and strategic consulting engagement, Ask Alice was identified as a high-impact initiative where AI could meaningfully improve both the customer experience and franchisee revenue performance.
The solution began as a proof of concept, developed in two agile sprints, using a large language model (LLM) to evaluate capabilities and ROI potential quickly. As the value became clear, Tsource moved the system to production with minimal investment but maximum return, a pattern consistent with their approach across all roadmap initiatives.
How Ask Alice Works
Ask Alice accepts natural language queries from customers, guiding them to the most appropriate testing options based on their symptoms, health goals, or personal circumstances. A customer might type:
“I’m always tired. What tests should I take?”
“What’s included in the Annual Check-Up Panel?”
Ask Alice responds with the most relevant test recommendation, the reasoning behind it, relevant health context, current pricing, and a direct link to complete the purchase. For test panels, customers can drill down to understand exactly what is included and why each component matters.
Key Capabilities
- Natural language processing that translates symptoms and health concerns into catalog-specific test recommendations
- Recommendations scoped exclusively to Any Lab Test Now’s product catalog with appropriate clinical disclaimers
- Full panel breakdowns with component-level health context and explanations
- Integrated pricing and direct purchase links embedded in every recommendation
- 24/7 availability across the web, supporting customers at any hour without call center dependency
- Support for call center agents handling complex or high-volume customer inquiries
- Customer data kept fully private and separate from external AI training environments
- Architecture designed for LLM flexibility, not locked to any single AI provider, enabling rapid adoption of improved models as they emerge
The Outcome
From its launch through March 2026, Ask Alice has delivered measurable impact across interactions, conversions, and revenue with clear momentum as adoption and optimization have matured over time.
Total Interactions
Total Conversions
Appointments
Est. Revenue
Notable performance trends include:
- Interaction volume remained consistently high, ranging from 12,493 to 14,627 engagements per month
- Conversion rates improved significantly over the measurement period, from the 30–35% range in the early months to sustained rates above 65% by early 2026
- The system demonstrated resilience through seasonal variation, maintaining strong engagement even during historically lower-volume months
- Ask Alice provided an average $92.00 transaction value across attributed appointments
Strategic Impact
Ask Alice is not simply a customer service feature, it is a strategic asset that reflects Any Lab Test Now’s vision for AI-enabled healthcare navigation and their commitment to innovation across the franchise network.
- A differentiated customer experience that positions Any Lab Test Now as a forward-thinking franchise brand in an increasingly competitive direct-access testing market
- Reduced call center load through 24/7 self-service AI guidance, freeing agents to focus on complex inquiries that require human judgment
- Consistent brand experience across all franchise locations, with AI recommendations tied directly to the corporate product catalog
- A future-ready architecture that is not dependent on any single AI provider, allowing the system to evolve as the AI landscape continues to advance
- High value delivered at lean investment, from proof of concept to production in two agile sprints, consistent with Tsource’s roadmap-driven execution approach
“Tsource has been a wonderful addition to our team. With their vast knowledge and experience, we have been able to improve our technology infrastructure and get franchisee buy-in on our technology objectives.”
Ready to Put AI to Work for Your Franchise?Contact our team at tsourceit.com
