The healthcare sector is faced with a structural problem that every organization is familiar with: increasing expectations, growing regulations, ever more complex therapies and service teams that have to work with systems that were actually no longer sufficient yesterday. While patients today want to know what they should do in seconds, many hotlines, medical information services and customer centers in the healthcare sector continue to run on manual processes, long documentation channels and traditional case and telephone routing.
But the truth is: The problem is not the workload, but insufficient digitization and automation. That is exactly why Sanvartis, Medperion's specialized medical service center, has made a deliberately radical decision: to make the consistent digital and automated processing of medical service processes — particularly in telephone contact — the foundation of a completely new type of service center.
The aim was to create an environment in which requestors no longer remain on hold but are served immediately, while content is recognized, understood and competently processed using AI. Healthcare services should therefore be rethought: with immediate accessibility, intelligent pre-qualification and service quality that consistently combines speed, safety and medical depth for the first time.
The result of this transformation is EASY — an AI-powered virtual agent that fundamentally changes the way medical inquiries are processed.
EASY deserves its name because this service is easy to use: barrier-free, user-friendly, accessible and understandable. Stress-free interaction instead of complicated processes.
EASY can see in seconds why a person is calling — whether it's about chest pain, an appointment request, a complaint, pharmaceutical product information, an insurance request or an acute emergency. The AI records the intent, resolves the request independently, or triages and forwards it securely. It ensures that no critical information is lost or medical warning signals remain undetected — a task that does not always succeed flawlessly, even in experienced teams.
What previously challenged the service provider — such as documentation, recording and compliance — is addressed directly in the process with EASY. The AI analyses interactions in real time, recognizes UAW-relevant content (adverse drug effects), identifies regulatory keywords, ensures completeness and structures all information in an audit-proof manner for further processing. “No more ignoring UAW” is therefore not a vision, but a living practice.
This technology not only transforms pharmaceutical information, but also complete inbound management: appointment management, answering FAQs, relieving traditional telephone exchanges or pre-qualifying medical issues. Teams can once again focus on what really needs human quality: personal advice, empathy and medical expertise.
Sanvartis will use AI for completely new quality and compliance management in the future. Every interaction is analyzed, dialogs are evaluated in real time, forgotten content is displayed and service consultants receive concrete information on how conversations can be optimized. Even in healthcare coaching, for example for chronic illnesses, AI can help by structuring conversation processes, suggesting follow-up content and completely automating documentation.
The effect is clearly noticeable: Quality increases, the error rate decreases, compliance becomes more stable and the workload of employees is measurably reduced. Patients receive answers faster, more precisely and more reliably. Healthcare companies benefit from an infrastructure that combines regulatory security with operational efficiency.
Sanvartis proves that AI can fully exploit its added value in the healthcare environment. EASY supports healthcare professionals in doing what they passionately stand for: helping, explaining and accompanying.
And where is the journey going?
For years, companies tried to replace personal contact with digital self-service models under increasing cost pressure. With the technological breakthrough of reliable language understanding through AI, the voice channel will experience a renaissance. Service organizations can and will once again offer cost-effective, scalable language services. Patients, in turn, will increasingly expect natural, language-based access to services. Organizations that do not recognize this and do not offer this channel risk a sustainable competitive disadvantage.
At the same time, it is technologically highly complex to translate artificial intelligence into actual measurable added value. Sanvartis has already completed this transformation with considerable effort and has developed robust, practical standards for the healthcare sector. These standards are used across clients and are continuously developed, as a result of which investments are spread across many clients and powerful AI services are economically accessible. EASY is not a “proof of concept”, but a productive everyday life: scalable, secure and auditable. The industry no longer has to master this complexity itself, but can draw on proven solutions and Sanvartis's experience.
