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Architecture & Software DevelopmentIAData Analitycshealth

Carolina: Transforming the health sector with AI

Client

Ceranium Laboratory

Services

Generative AI, Corporate System Integration, Multi-Channel Architecture, Conversational Agents

Carolina is a voice assistant developed with generative AI to modernize and optimize customer and post-sales attention processes in a laboratory branch that manages thousands of monthly queries.

Unlike traditional systems, Carolina is an intelligent, natural and bidirectional voice, capable of maintaining fluid conversations, understanding nuances, responding with precision… and being interrupted at any time without losing the thread.

In this project, Carolina allows querying the status of orders, arrival dates, clinic information and operational data immediately and without human intervention.

Challenges

  • Fragmented user experience: Customers had to manage queries through multiple manually attended channels, generating irregular waiting times and a lack of standardization.
  • Manual processes: Previous solutions were manual, affecting the quality of other services.
  • Complex integration with internal systems: The client operates with an internal CRM that required precise, secure and real-time integration.
  • Multilingualism and scalability: The laboratory receives queries in multiple languages and needed a tool capable of adapting to different accents and markets.

Key Success Factors

01

Hyperrealistic voice and bidirectional

The ability of Carolina to maintain natural conversations, with intonation and human rhythm, was decisive to achieve immediate adoption by users.
02

Dynamic interruption in real time

Allowing the user to interrupt, correct or change topic without breaking the experience was one of the most innovative and differentiating elements of the project.
03

Deep integration with corporate systems

The connection with the internal CRM Carolina would respond with updated and precise information, consolidating its practical usefulness from the first day.
04

Optimized multi-agent architecture

The use of specialized agents (data, voice, reasoning, conversation) guaranteed fast, consistent and highly reliable responses in different scenarios.

Metodology

Conversational behavior definition

Design of the personality, tone, style and voice dynamics to simulate a human conversation.

Hyperrealistic voice model construction

Model training with dynamic interruption and bidirectional response in real time.

Integration with corporate systems

Secure connection to Salesforce, CRMs, data lakes and internal laboratory tools.

Clinical and operational validation

Real-world testing, flow adjustments and specific attention case reviews.

Results

  • 75% of calls automated from the first month, reducing the operational load of the human team.
  • 24/7 availability without increasing operational costs, ensuring availability and consistency in all channels.
  • Internal efficiency, by freeing the staff from hundreds of repetitive calls and allowing them to focus on higher-value tasks.
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