Vivalto Santé is the third-largest private hospital group in France and one of the leading healthcare providers in Europe, operating more than 100 hospitals and clinics in countries such as France, Portugal (through the Lusíadas Group), Switzerland, Spain, Slovakia, and the Czech Republic.


Results

  • 52% Total Call Center Automated

  • 50% Reduction of Cost per Call

  • 24*7 Availability across all Channels

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Challenge


Lusíadas Saúde was looking for a solution capable of responding to all customer requests and reducing waiting times. The main goal was to provide an excellent customer experience by making their service more accessible and automated.


The solution had to provide:

  • Full appointment management

  • 24x7 availability

  • Omnichannel experience

  • Zero unanswered calls



Solution


Agile methodologies promote iterative development and regular communication. Practices like daily stand-ups, sprint planning, and retrospectives help teams stay aligned and address blockers proactively.



Results

  • 24*7 Availability across all channels

  • 52% Total Call Center volume automated

  • 50% Reduction of cost per call

  • Awarded “Health Innovation” European Private Hospital Awards ‘23


* Case study of implementation of Alice at Lusíadas Healthcare Group - results after 12 months in production




"This European partnership fully illustrates the digital transformation dynamic we are driving across the Group. By partnering with leading technology players like Agentif AI, we affirm our ability to deploy high-impact AI solutions across multiple geographies, thereby consolidating Vivalto Santé as a premier player in private healthcare in Europe.


This approach is part of a broader vision: forging rigorous and responsible partnerships around artificial intelligence to accelerate innovation, support clinical research, and better understand our patients' expectations."


Nicolas Carrié

Head of Transformation & International Coordination - Vivalto Santé Group





Inclusion, Accessibility, Superb Experience


Lusi offers a new experience of accessibility allowing anyone to use this technology regardless of their digital literacy. Due to its use of natural language, patients only need to call in and speak with Lusi to have their request fully and autonomously addressed.