Ana María: the virtual assistant thinking of you
Industry: Healthcare
Location: Colombia
Website: colsanitas.com
First-contact resolution rate
Transfer to human agents
Innovation in Healthcare Services
EPS Sanitas is one of the largest Health Promotion Entities (EPS) in Colombia, with 4.3 million users in the contributory regime and 1.4 million in the subsidized regime, totaling 5.7 million members. Its corporate vision is to be a national benchmark in health insurance, recognized for its innovative models and the use of technology to manage risk in a prioritized and individualized way.
To improve access and meet growing demand, the organization launched the strategic project “Thinking of You”, introducing a new service channel via a chatbot.
Digital Transformation with Ana María
The chatbot Ana María was launched on February 4, 2020, through WhatsApp. Its initial role was to handle scheduling, inquiries, cancellations, and rescheduling of medical appointments. During the pandemic, it became a key tool to face the healthcare sector challenges while continuing to provide support to users.
Thanks to the joint efforts between EPS Sanitas and Cari AI, more services have been added: appointment management, authorizations, certificates, test results delivery, data updates, medical directory, and filing complaints, among others. Additionally, service is now available not only through chat but also via calls and video calls.
Results that Matter
The deployment of Ana María has achieved first-contact resolution rates of 99.9% and reduced transfers to human agents to only 4%. These indicators demonstrate how the “Thinking of You” strategy and artificial intelligence have improved efficiency and member satisfaction, delivering a service that is close, available 24/7, and accessible from anywhere.
Success Stories
We’ve worked with some of the best.
