A young man and an elderly lady sit together on a sofa looking at a laptop. The image illustrates a blog about a healthcare leader saving 1.8M with an AI-powered omnichannel strategy.
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Reimagining healthcare support with AI and omnichannel orchestration

TP - 09.08.2025

Delivering quality care at scale is no small task—especially in highly regulated markets. For one Latin American leader in healthcare and insurance, customer trust and accessibility were non-negotiable. Yet as demand surged, the company faced rising service costs, long wait times, and a growing disconnect between operations and customer expectations.


Behind the scenes, most interactions were handled manually, creating friction across the system. Live experts were stretched thin. Routine tasks took too long. And the organization lacked real-time insight into what customers needed.

 

How can AI and omnichannel automation improve healthcare support services?

 

AI enables healthcare providers to reduce service costs, shorten wait times, and strengthen patient trust through automation and omnichannel orchestration. In this project, TP applied a digital-first strategy with self-service, omnichannel support, and expert tools to deliver scalable, empathetic care.

 

Digital transformation in healthcare: Modernizing the service model with intelligent automation


TP worked alongside the client to co-design a digital-first strategy rooted in three key principles: empower customers through self-service, connect channels with seamless orchestration, and equip experts with the tools they need to solve problems faster, and more empathetically.


Together, they implemented a suite of AI-powered solutions:

  • Self-service at scale: AI-powered self-service tools automated over 79,000 interactions in six months, covering high-volume services like affiliation, insurance validation, and medical leave requests.

  • Omnichannel orchestration: Integrated voice and digital capabilities enabled consistent support across voice and digital channels, putting customers in control of how they connected.

  • Smarter expert tools: Provided frontline teams with real-time context and knowledge, improving speed, accuracy, and efficiency.

  • Actionable analytics: Advanced analytics and predictive modeling surfaced insight from live interactions, giving leaders a dynamic view of shifting customer needs and service gaps.

 

A smarter system and a healthier bottom line


This digital transformation in healthcare went far beyond automation, combining AI-powered tools and omnichannel customer experience to drive scalable growth and innovation. By reducing the pressure on human agents and investing in connected, intelligent systems, the healthcare organization set the stage for scalable growth, higher service quality, and long-term innovation.


The measurable results speak for themselves:

  • €1.8M in annual operational savings: Reduced dependency on live agents delivered immediate and recurring cost reductions.

  • 79K+ automated interactions: Freed up human capacity for complex, high-empathy tasks.

  • Real-time visibility unlocked: Enabled leaders to make smarter decisions faster through online dashboards.

 

The AI-powered omnichannel transformation improved efficiency, enabled the team to manage higher volumes, and supported new business, all while maintaining the same headcount and generating significant cost savings. Building on this success, new projects are now underway, with Agentic AI pilots marking the next stage of the partnership and reshaping how care and insurance services are delivered across the region.

 

Discover how TP transforms Healthcare support services and AI powered solutions for global brands.

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