Success Story
Maria Paula, Humanizing Chatbot Service in Healthcare
Conversations are handled autonomously by the bot
Customer Satisfaction
Who is Colsanitas?
Colsanitas is a leading prepaid medical services company in Colombia, with over 535,000 members, leading nationally.
Their service strategy aims to make every interaction with their members a unique, human, and special moment that fosters a future relationship built on brand loyalty and recommendations. There is a strong belief that the success of the experience lies in providing direct and warm contact in daily service delivery. As a result, they have built a loyal customer base that renews their subscription year after year.
Members of their Prepaid Medicine service are individuals and family groups seeking a differentiated service that offers immediate choice of their care network, broad coverage, convenience, extensive infrastructure, and good cost-benefit. Additionally, they offer collective plans designed to provide companies with benefits for their employees focused on health care.
How the Maria Paula Project Was Born?
Thanks to its innovative character and customer service culture with high-quality standards, Colsanitas began an accelerated digital transformation process, recognizing the opportunity to use chatbot technology initially on WhatsApp. To achieve this, they planned ambitiously the services they wanted to offer on the channel and sought a technology provider to become their ally, with a demanding process that evaluated various aspects such as: experience in customer service chatbots, extensive AI capabilities, innovation, available solution functionalities, growth potential, reliability, and security architecture.
Thus, on April 30, 2019, María Paula was launched on WhatsApp with services for scheduling, consulting, canceling, and rescheduling medical appointments, as well as accessing the medical directory. Since that day, the bot has continuously strengthened its services. It provided impeccable support during the Covid-19 pandemic, a challenging period for healthcare institutions in managing services and following up with patients.
Currently, it offers its members the following services: appointment management, authorizations, health guidance, travel insurance, fee and voucher inquiries and payments, certificates, result delivery, contact information updates, service offices, medical directory, complaint filing, emergencies, and more.
