From phone calls to AI on WhatsApp: the operation that became 10x more productive

I founded Lina Saúde in 2019 to help health insurers and medical teams look after chronic patients. In practice, nurses followed each patient closely. In the beginning, everything happened over the phone.

The problem

After every session, the nurse had to reread the whole conversation and manually log everything into the medical record, in a separate system. Repetitive, slow, error-prone work that stole time from actual care.

What changed

I redesigned the operation end to end. I moved care from phone calls to WhatsApp, where patients already are. And I put an AI, adopted in 2022 in the early days of the ChatGPT API, in charge of the invisible work: after each session it sweeps the full conversation (text, audio, photos and documents), extracts what matters and logs everything into the patient's medical record. The nurse types nothing.

What this teaches

The 10x gain did not come from AI alone. It came from understanding the process and redesigning it with technology and AI together. It's the thesis that guides me at MCA Advisory to this day.