Reimagining healthcare support with AI and omnichannel orchestration

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.

The turning point: 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

The transformation went far beyond automation. 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:

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

79,000+ automated interactions: Frees up human capacity to focus on complex, high-empathy tasks

Real-time visibility unlocked: Enabling leaders to make smarter decisions faster through online dashboards

Learn more about our tailored, AI-powered solutions for the industry.