Voicebot and KPO – The largest experience in the hospital market. How to meet the digitalization requirements of 2026?
Voicebot and KPO – The largest experience in the hospital market. How to meet the digitalization requirements of 2026?
In the face of the largest wave of e-health funding in history, medical facilities are confronted not only with the challenge of choosing the right technology, but above all with selecting a partner who understands the specifics of the public sector. Investment under the National Recovery Plan (KPO) is a rigorous process in which implementation experience (Proven Track Record) is just as important as the technical parameters of the system itself.
An architecture of trust: Why hospital experience is critical?
The medical sector is characterized by a unique data structure and the critical nature of its processes. Unlike the e-commerce sector, an error in communication between a hospital and a patient can have direct health consequences.
Interoperability and HL7 FHIR standards
In projects financed by KPO, interoperability is a key requirement. Systems cannot operate as isolated “islands.” Our experience shows that effective implementation of a contact center system for medical facilities requires deep integration with HIS (Hospital Information System) platforms.
The EasyCall voicebot does not operate in isolation—it communicates with databases such as Kamsoft, Asseco, or CGM, using secure data exchange protocols. For a KPO auditor, this is a clear signal that the solution is durable and scalable.
Meeting KPO requirements: Security and project sustainability
European Union funding imposes strict guidelines regarding project sustainability (typically five years). When choosing an AI voicebot, a medical facility must be confident that the provider will remain on the market and that the technology will continue to be developed.
Key security attributes in the application documentation:
- End-to-End Encryption: Every voice session must be protected against interception.
- Data Localization (Sovereignty): Processing of medical data in cloud infrastructures located within the EEA (European Economic Area).
- Compliance with KRI: The National Interoperability Framework obliges public entities to apply specific cryptographic standards.
More information on how we address these aspects can be found in the article: data security in voicebots.
Operational optimization: Case Studies as the foundation of a grant application
When preparing a KPO funding application, it is essential to indicate measurable benefits (KPIs). The strongest argument for the evaluation committee is completed, real-world projects. One example is the reduction in unanswered calls at a hospital in Kraków, where automation enabled the system to handle 100% of telephone traffic during peak hours.
Table: Comparison of implementation parameters (Market Standard vs. EasyCall)
| Implementation parameter | KPO 2026 requirement | EasyCall standard | Impact on application scoring |
|---|---|---|---|
| HIS integration | Full (bidirectional) | Proprietary API connectors | Critical |
| Availability (SLA) | Min. 99.5% | 99.9% in distributed clusters | High |
| Speech processing (ASR) | Polish language (medical dialects) | Models dedicated to healthcare | High |
| GDPR compliance | Full (DPA/Data Processing Agreement) | ISO 27001 standard | Formal (must-have) |
| Accessibility for people with disabilities | WCAG 2.1 compliance | Voice User Interface (VUI) | Additional points |
The role of the Virtual Receptionist in the modern e-health ecosystem
In the context of KPO, a virtual receptionist is no longer just an “automated phone system.” It becomes an intelligent agent that:
- Verifies patient identity (national ID number/Access code).
- Manages waiting queues in real time.
- Analyzes reasons for appointment cancellations, providing management with valuable statistical data.
Voicebot also works perfectly in automating registration in imaging diagnostics, which translates into reduced waiting times for exams.
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The Future: The AI Act and hospital implementations
In 2026, it is impossible to discuss AI without referencing legal regulations. Medical voicebots are classified as systems with a defined level of risk. Our solutions are designed according to the Human-in-the-Loop principle, meaning that AI supports—but does not replace—final medical decisions, which is essential for ethics and compliance with new EU regulations.
Choosing a partner for a KPO project is a strategic decision. EasyCall combines technological expertise with deep knowledge of medical and administrative procedures. With us, your facility will not only obtain funding, but above all will implement a tool that genuinely transforms the daily work of medical staff.
FAQ – Everything about voicebot funding and technology in 2026
Can a voicebot that serves several hospital departments simultaneously be financed under KPO?
Yes. EasyCall systems are natively multi-tenant. This means that a single installation can support different workflows for cardiology, orthopedics, or laboratory services, increasing the efficiency of grant expenditure.
What are the most common mistakes in applications for AI funding in healthcare?
The most frequent mistake is the lack of an integration description. Purchasing a bot license that does not “communicate” with the appointment calendar may be considered an unjustified expense. Emphasis should always be placed on automatic data exchange.
Do EasyCall AI systems require training of medical staff?
Our goal is to relieve staff, not to add new responsibilities. After integration, the system operates in the background. Employees see only the results—filled schedules and fewer incoming calls. The intuitive administrative panel usually requires only brief instruction for coordinators.
What does the migration process from an existing call center to an AI-based system look like?
The process is transparent for patients. First, an informational module is deployed, followed by the gradual activation of transactional functions (appointments). This approach ensures continuity of operations.
Can a voicebot handle foreign-language patients (e.g., under refugee integration programs)?
Yes. Our LMM (Large Multimodal Models) support real-time multilingual communication, enabling full patient service without the need to employ translators at reception.
What happens if a patient speaks unclearly or is elderly?
EasyCall systems use advanced noise cancellation and adaptive speech models. If the bot fails to understand the intent after two attempts, it automatically and smoothly transfers the call to a live consultant, passing along the conversation context.
Do KPO funds also cover system maintenance after implementation?
Funds usually cover implementation and license costs for a defined period. We recommend including technical support and update costs in the project, which is permissible within the budgeting of project sustainability.
Can a voicebot collect epidemiological interviews or satisfaction surveys?
Absolutely. This is one of the most frequently selected additional modules, enabling hospitals to automatically report service quality (NPS), which is often a requirement in contracts with the National Health Fund (NFZ).
