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Call requests
The challenge: moving past smartphone dependency and organizing fast-growing demand
The Grupo HOSP online service operation started out simple, with a single phone and SIM card used to reach contacts manually. As patient volume grew, modernizing became a necessity.
Operational risk
service relied on a single smartphone, with no standardization and no institutional voice
No centralization
scripts and departments mixed together, with no fair workload distribution across the team
Limited metrics and channels
no clear view of response times, ticket volume or results
The solution: cloud infrastructure, data-driven management and AI with Huggy
To support growth safely, Grupo HOSP adopted Huggy as its central relationship platform.
The operation went through a full reorganization based on the 3 Layers of Customer Service methodology:
Automatic Layer (triage and quick replies)
Rollout of the Íris® virtual assistant, connected through AI to look up and automatically book exams and appointments directly in the system
Intelligent Layer (routing and data)
Departments organized by area, centralizing WhatsApp and other channels in a single panel fed by real-time reports and dashboards
Human Layer (specialized care)
Over 100 agents working with full patient history, standardized scripts and fast response times, while keeping empathy
Real impact: massive scale with excellence in patient care
With Huggy's robust infrastructure built into HOSP's routine for over 5 years, operational and satisfaction results are excellent:
⚡ Impressive scale
a jump from 30–40 initial conversations to more than 20,000 monthly conversations on WhatsApp alone
🤖 Efficiency with AI
AI now answers around 10% of total volume, generating more than 4,900 automated bookings per month
⏱️ Sharp drop in response time
faster service and shorter patient waiting times in the virtual queue
📊 Data-driven management
continuous use of dashboards to track metrics and improve processes
⭐ High patient satisfaction
less rework and consistently high ratings in digital support
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