50,000 messages a month, answered without a human
How a healthcare technology provider absorbed 50,000 client messages a month with a branded support agent that went live across WhatsApp and the website in days. No new portal, no replaced systems.
client messages handled monthly
reduction in human escalations
unique clients served daily
The situation
Thousands of clients. One support queue.
A healthcare technology provider served thousands of clinic and patient accounts across Brazil. Every account had questions about tax documentation, invoices, appointment scheduling, and reimbursements. Every question landed in the same queue, in front of the same human team, who handled each one by hand.
The team was good at their jobs. The volume was the problem. Every business day brought thousands of new messages on WhatsApp, the website widget, email, and inbound calls. The support team triaged, looked up the client record in the ERP, checked their CRM for context, and replied. Most queries were routine. All of them required a human read because no system in the stack could understand the request and respond.
The cost of routine: Every routine question handled by a human is a question that does not get answered fast, does not get answered at scale, and pulls a person off the cases that actually need human judgment. Healthcare support tolerates that today because the alternative used to be worse: a chatbot that frustrates customers and a knowledge base nobody reads.
Results in production
The numbers, 90 days in.
Client messages handled monthly
Across WhatsApp and the website widget, written and spoken, 24/7.
Reduction in human escalations
From 100% human-handled to 45%. Support team redeployed to the cases that need them.
Unique clients served daily
Every interaction grounded in the client's live ERP and CRM record. No generic answers.
The solution
A super employee that already knows your client.
Docana deployed a Customer Support super employee branded for the client. It reads the ERP, CRM, and knowledge base, understands the client message in natural language (written or spoken), and answers in the same channel the client used (WhatsApp or the website widget), without escalating to a human unless the request genuinely needs one.
Customer Support handles the routine 55% (tax documentation, invoices, appointment scheduling, plan benefits, common questions about clinic procedures) and routes the remaining 45% to the human team with a pre-loaded summary of what the client already asked and what their record looks like. The support team picks up the case already in context.
Customer Support does not replace the support team. It absorbs the routine volume and hands every escalation to a human with full context, so the team spends its time on the cases that actually need a human.
What changed
Support didn't get bigger. It got smarter.
55% of queries now resolved without a human
Routine support questions (tax documentation, invoices, scheduling, plan information) get answered instantly by Customer Support, in writing or by voice, in the same channel the client used.
50,000 messages handled monthly, written and spoken
WhatsApp, web widget, and (where enabled) voice. Customer Support handles each modality natively; clients never see a degraded experience because they used a non-default channel.
Zero changes to existing systems
Customer Support reads the existing ERP, CRM, and knowledge base as-is. No data migration. No replaced systems. Live in days, not months.
Support team redeployed to higher-value work
With 55% of routine volume absorbed, the support team focuses on the 45% that genuinely needs human judgment: clinical escalations, billing exceptions, complex care coordination.
Available 24/7, multilingual, across every channel
Clients no longer wait for business hours to get a tax document or check an appointment. Customer Support answers anytime, in the same voice and brand identity as the human team.
Estimated US-market equivalent impact
Estimated annual support cost saved in US-equivalent terms, based on the displaced workload (27,500 messages monthly now handled by Customer Support) at US support FTE (full-time equivalent) fully-loaded cost.
US support FTE displaced. The original team did not shrink. It redeployed to higher-value work, with Customer Support absorbing the routine 55% volume.
US-market impact figures are estimates based on US average support FTE costs. Actual results will vary by organization.
“Our clients get answers immediately, in writing or by voice, on WhatsApp or the website. Our support team finally has the time to focus on the cases that actually need a human. Nothing in our stack changed.
See it working in your stack.
In a 30-minute demo we wire Docana into a sample of your data and show what your first super employee surfaces on day one.