← Artificial Intelligence
Grupo Previnca San Lorenzo
An AI agent for support, information and appointment management over WhatsApp
The challenge
Grupo Previnca was getting a high volume of repetitive queries through WhatsApp and traditional support channels. Users needed information about benefits, appointments and services, which caused delays, added workload for staff, and created unnecessary wait times. Many of those queries repeated almost word for word from one member to the next, with no channel able to resolve them without human intervention.
What WAIA built
- Designed and deployed the María Pía virtual assistant, available 24 hours a day over WhatsApp.
- Integrated it with the company's knowledge base, so answers always use official, up-to-date information.
- Built on an architecture with multiple AI models, each specialised for a type of query.
- Manages and coordinates appointments across different services.
- Automatically routes to the right department whenever a human needs to step in.
- Automated support workflows to cut down on repetitive queries and free up the administrative team.
The impact
- Digital support centralised into a single channel.
- Lower operational workload for administrative staff.
- Faster handling of queries and appointments.
- A better experience for members, with immediate answers available around the clock.
- Helped build loyalty and retention through faster, more consistent support.
