Public health · Peru

    Pilot

    SUSALUD: an assistant that serves citizens and leaves their case ready

    A phone and WhatsApp assistant that guides citizens and turns every conversation into a case ready for a specialist.

    Clinics

    The leak

    A citizen's first contact with SUSALUD, Peru's health regulator, is mostly a phone call. A specialist listens, asks questions, separates facts from what the person needs, and then retypes everything by hand into the case system. Queues grow, some calls go unanswered, and specialists spend more time typing than analyzing.

    What we built

    • Sofía, a Spanish-speaking phone assistant: she asks for consent, explains health rights from a reviewed knowledge base and hands over to a person when needed.
    • When the call ends, the conversation is transcribed and becomes a pre-filled case file.
    • The same flow on WhatsApp and web chat: text or voice notes, one question at a time, and a summary to confirm or correct.
    • A specialist inbox that keeps the source, the data, the AI's recommendation and the human decision apart, with every action traced.
    • Official PDF forms generated from the case data, and case tracking for citizens with a code.
    ProtegeSalud IA case inbox sorted by priority, tagging what the AI suggests and what a person has already validated (demonstration image with sample data)
    • Case detail with the AI recommendation pending validation: the analyst decides the classification and priority (demonstration image with sample data)
    • ProtegeSalud IA citizen chat with the case summary the AI proposes for the person to confirm or correct (demonstration image with sample data)

    Demonstration images with sample data.

    Result

    SUSALUD–UPCH Innovation Challenge 2026
    Winners
    phone, WhatsApp and web
    Pilot

    This is a pilot. The AI does not decide: a specialist validates every recommendation.

    We won the SUSALUD–UPCH Innovation Challenge 2026

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    How we built it

    Voice runs on Amazon Connect, with an Amazon Q in Connect agent that uses Claude on Amazon Bedrock and a health-rights knowledge base. Each recording goes through Amazon Transcribe and an Amazon SQS queue before reaching the web platform. The design principle: AI recommends, SUSALUD decides.

    Technology

    • Amazon Connect
    • Amazon Lex
    • Amazon Q in Connect
    • Amazon Bedrock (Claude)
    • Amazon Transcribe
    • AWS Lambda
    • Amazon SQS
    • Amazon S3
    • Next.js
    • WhatsApp Cloud API

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