The new service, integrated by NTT DATA and powered by Tucuvi’s technology, will expand telephone support capacity across hospitals and primary care centres.
The Cantabrian Health Service has launched a new phone support service powered by voice artificial intelligence through LOLA®, Tucuvi’s clinical AI agent. The initiative, with NTT DATA acting as technology integrator, is being progressively deployed across hospitals and primary care centres in Cantabria, including Marqués de Valdecilla University Hospital, Laredo Hospital, Sierrallana–Tres Mares General Hospital, and Los Castros Health Centre, helping expand the capacity of the telephone channel to handle a higher volume of requests.
Voice AI to facilitate access to the healthcare system
In an initial phase, patients will be able to carry out the services included within the scope of the programme through a telephone conversation with LOLA®, Tucuvi’s clinical AI agent — a simple and accessible channel that does not require the use of apps or web portals. The project also includes an omnichannel text and voice solution, with web chat that can be integrated into the patient portal, mobile apps and WhatsApp, adapting to patients’ different preferences and needs. The goal is to make it easier to contact the healthcare system and provide a faster, more accessible experience, particularly during periods of high demand.
The project incorporates voice artificial intelligence applied to the clinical setting as a tool to improve accessibility and healthcare processes. The solution can hold natural telephone conversations with patients, understand the reason for their call and respond to requests included within the scope of the service, following protocols defined together with Cantabrian Health Service teams. When a request requires professional assessment or falls outside the scope of the service, LOLA® routes it to the appropriate team for follow-up. In this way, the technology helps facilitate access, expand service capacity, support request management and enable more citizens to receive a response when contacting the healthcare system by phone.
A more complete view of demand
In addition to improving telephone access, the new service will enable the Cantabrian Health Service to gain a more accurate understanding of the volume and nature of patient requests. During periods of high activity, some demand may not be fully captured when available phone lines are busy. Expanding service capacity will provide a more complete picture of existing needs. This information will help identify periods of peak demand, recurring requests and needs requiring additional action from healthcare teams.
A more accessible and straightforward experience
The telephone remains one of the most widely used channels for patients to interact with the healthcare system. The introduction of voice AI makes it possible to improve this channel without requiring users to have specific digital skills, download applications or navigate additional digital processes. Patients can explain what they need naturally during the call. LOLA® understands the information they provide and can offer the most appropriate response, in line with established protocols and within the defined scope of the service. This model aims to reduce access barriers, streamline requests and provide a simpler experience, while maintaining the involvement of healthcare professionals in cases requiring review or additional attention.
“Technology should serve people. In this project, innovation translates into something very concrete: making it easier for patients to contact the healthcare system and complete a request in a simple way,” explains María González Manso, CEO and co-founder of Tucuvi.
Progressive deployment across hospitals and primary care
The service is being progressively implemented across hospitals and primary care centres within the Cantabrian Health Service, with NTT DATA acting as technology integrator and Tucuvi providing its AI Care Management platform and the voice AI technology underpinning the service. This phased deployment model will make it possible to evaluate performance across different settings, incorporate learnings and adapt processes to the specific needs of each centre. During this initial phase, participating organisations will monitor activity, workflow performance and user experience.
