Optimizing access to healthcare with AI technology
How we automated the management of more than 13,000 monthly appointments to improve patient experience and reduce operational load.
History and evolution
With more than 20 years in the healthcare sector and 9 branches in Colombia, Messer leads home care for patients with respiratory and chronic diseases through its Homecare division.
- Customer focus
- Trust and respect
- Technology and security
- Corporate responsibility
The challenge: Access barriers
Appointment management largely depended on manual processes and the call center, limiting the wellbeing of thousands of patients.
Low self-service
Limited self-service
Only 35% of patients managed their appointments autonomously.
High dependency
Call-center dependency
High operational load on the phone support team.
Wasted time
Wasted time
Healthcare professionals spent time on administrative tasks.
Rising complaints
Complaints on the rise
Increase in complaints related to healthcare access.
Complex processes
Manual scheduling
Manual scheduling with multiple steps and room for error.
Limited software
Technical limitations
The previous system didn't allow integration of new digital channels.
360° digitalization
COCO became a strategic need: 24/7 availability, patient self-service and reduced operational load from month one.
Cloud service
No installations or physical infrastructure.
100% secure
Easy, safe and customizable.
Artificial intelligence
Process automation and resource optimization.
Technical support
Via email, WhatsApp and internal channel, always available.
Certified training
Training platform for the entire staff.
Unmet demand
Availability for patients on the waiting list.
Automatic reminders
Confirmation 12h before · 57% call · 38% WhatsApp.
Statistical dashboards
Real-time data for better decisions.
Democratizing access to healthcare
Self-service evolution
Patients managing appointments autonomously.
Patient self-service
Distribution by channel · 55% already autonomous
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Confirmed by call46.9%
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Confirmed by WhatsApp38.2%
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Cancelled by WhatsApp6.2%
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Confirmed by SMS4.4%
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Cancelled by call2.5%
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Cancelled by SMS1.8%
At the service of life
COCO's Bot acts as a strategic ally, ensuring reduced human errors and immediate response.
Operational benefits
What the company gains by implementing intelligent automation.
Automatic appointment confirmation
Fewer errors and greater agility across multiple channels.
Simplified operations
Clear, efficient processes and centralized service across the operation.
Operational indicators
Full performance visibility with automatic reports and real-time data.
Leaner operational staffing
Save resources and time by reducing repetitive-task headcount.
"Technology doesn't replace human care — it empowers it."
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