AI-Powered Virtual Agent for Integrated and Personalised Access to Healthcare

European health and care systems are increasingly structured around integrated and personalised care models, yet access to these systems remains fragmented and difficult for citizens to navigate. Multiple entry points, inconsistent information flows and channel-specific tools create confusion, particularly for vulnerable populations. At the same time, healthcare providers face capacity constraints, as contact centres and front-line services handle high volumes of routine interactions that limit their ability to focus on complex and high-value care.

SESTEK proposes the deployment of an AI-powered Virtual Agent that brings together speech technologies (ASR/TTS), intent-based NLU, large language models and agentic AI capabilities. Acting as a single conversational access layer across voice and digital channels, the VA understands user intent, provides personalised guidance and autonomously supports care navigation through integrated workflows. Routine requests are handled automatically, while complex cases are escalated through controlled mechanisms. The solution is technologically mature yet adaptable through localisation and system integration, making it well suited for Public Procurement of Innovative Solutions and scalable deployment across European health systems.