merliteam

BACKGROUND

Please describe your company and position.

I am the Chief Customer Success of Hospital internacional La Catolica

Describe what your company does in a single sentence.

Hospital Internacional La Católica offers a comprehensive range of healthcare services designed to support the well-being of you and your loved ones. Committed to medical excellence, the hospital combines advanced technology with a warm, human-centered approach to care. Its highly trained professionals share a deep dedication to improving quality of life, ensuring patients receive safe, compassionate, and innovative treatment. By integrating cutting-edge solutions with personalized attention, the hospital strives to make technology a powerful ally on every patient’s path to better health.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire merliteam to accomplish?

• To expand and modernize its healthcare infrastructure, through projects such as the Hospital District, aimed at creating an integrated complex for medical care, research, and education.
• To become a benchmark for innovative, high-quality healthcare, combining advanced medical technology with a compassionate, patient-centered approach to improve quality of life.
• To strengthen its position as a regional healthcare leader, serving both local and international patients seeking advanced medical services.

SOLUTION

How did you find merliteam?

Referral

Why did you select merliteam over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from merliteam were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The technology service provider delivers a digital financing platform that enables patients to access credit solutions for medical procedures in a fast, secure, and automated manner.

Through its Digital Credit platform, implemented within hospitals and medical centers in Costa Rica, patients can apply for health loans from affiliated financial institutions to finance their treatments.

Technological Contribution
The technology service provider:

-Automates the health credit application and approval process.
-Connects patients, hospitals, and financial institutions within one integrated digital ecosystem.
-Streamlines administrative and payment workflows.
-Enhances the overall patient financial experience through secure and efficient processes.

Contribution to the Hospital:
-Facilitates direct disbursement of approved loan funds to the hospital.
-Simplifies internal billing and payment distribution processes.
-Reduces administrative burden related to financing coordination.
-Increases patient access to procedures by offering structured financing alternatives.
-Contribution to the Financial Product
-Expands access to healthcare financing for patients.
-Provides a structured and traceable credit disbursement process.
-Supports a sustainable financial model without transferring credit risk to the hospital.

Overall, the technology service provider strengthens the hospital’s value proposition by combining financial accessibility, operational efficiency, and a patient-centered digital experience.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project delivered significant and measurable impact for the hospital. For the first time, the organization implemented a structured digital financing program integrated directly into its service offering. This marked a major step forward in financial accessibility and operational modernization.

Key outcomes included:

-Increased patient access to care: A considerable number of patients who would not have been able to afford surgery or specialized treatments out-of-pocket were able to proceed with their procedures through the financing option.
-Growth in revenue: The availability of digital financing contributed to higher procedure conversion rates, directly impacting overall hospital income.
-Improved patient satisfaction: Patients expressed high levels of satisfaction, as the program provided a viable solution to overcome financial barriers and access private healthcare.
-Enhanced competitive positioning: The hospital strengthened its value proposition by offering an innovative, technology-driven financial solution aligned with patient needs.
-Operational efficiency: The digital process reduced manual coordination efforts and streamlined the financing workflow within the institution.

Overall, the project successfully addressed a critical market need, generated tangible financial results, and reinforced the hospital’s commitment to accessible, patient-centered private healthcare.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was highly structured, efficient, and collaborative from start to finish. The implementation followed a clear roadmap with defined milestones, responsibilities, and timelines, allowing all stakeholders to remain aligned throughout the process.

What was your primary form of communication with merliteam?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed us most was their ability to combine technological innovation with a deep understanding of healthcare operations and patient needs. They did not offer a one-size-fits-all solution; instead, they tailored a digital financing model that integrated seamlessly into our hospital processes while improving access to care.

Their approach stood out for its practicality, user-friendly design, and measurable business impact. Beyond the technology itself, their commitment to collaboration, adaptability, and long-term value creation made the experience truly distinctive. 

Are there any areas for improvement or something merliteam could have done differently?

Expanded user training and onboarding: While implementation was smooth, offering more structured training sessions and refresher materials for new staff would help ensure consistent adoption over time.

BACKGROUND

Please describe your company and position.

I am the CEO of MindLab AI

Describe what your company does in a single sentence.

MindLab AI helps businesses deploy, train, and orchestrate specialized GenAI agents—across chat, voice, and digital avatars—to automate real customer conversations with precision, empathy, and control.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire merliteam to accomplish?

• Website
• Product

SOLUTION

How did you find merliteam?

Referral

Why did you select merliteam over others?

• Pricing fit our budget
• Great culture fit

How many teammates from merliteam were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

MindLab Project – Scope of Work
Project Objective
To build and scale a next-generation customer experience (CX) automation platform using multi-agent GenAI, enabling businesses to automate up to 90% of customer interactions across digital channels—without sacrificing brand control or human empathy.

 
Scope of Work
1. Multi-Agent Architecture Development
Design and implement an orchestrator agent capable of routing queries to specialized agents (e.g., Billing, Sales, Support).
Develop shared memory architecture for agent collaboration.
Create flexible logic to allow fallback to human agents when needed.
2. Agent Training & Prompt Versioning Engine
Build no-code interfaces for marketing and ops teams to:

Create and test prompt versions.
Deploy updates without engineering support.
Enable performance tracking of each prompt version using synthetic A/B testing and real-time metrics.
3. Omnichannel Deployment
Integrate with key customer-facing channels:

Webchat
WhatsApp (via Meta Business API)
Web forms
Voice agents
Digital avatars (e.g., Unreal/MetaHuman + ElevenLabs voice)
Configure consistent user journeys across channels with orchestration layer.
4. Customer Pipeline & Analytics
Develop a dashboard showing:

Conversation success rate
Resolution without escalation
Cost per interaction (vs. human)
Agent performance metrics
Lead scoring and pipeline conversion tracking
5. Security & Control Features
Session management
LLM protection mechanisms
Custom model selection per task
GDPR-compliant data logging & role-based access

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Measurable Outcomes
Product & Platform Performance
90%+ automation rate in pilot environments, with no human escalation.
<5 second response time across channels (chat, WhatsApp, voice).
65% reduction in labor cost per interaction vs. legacy support operations.
Deployment of multi-agent system with live orchestration, prompt versioning, and fallback logic.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project Management and Delivery Performance
MindLab demonstrated strong project management throughout the engagement. Despite operating in a fast-evolving AI space, their team delivered key milestones on time and with high transparency.

On-Time Delivery
All critical deliverables—agent orchestration, webchat and WhatsApp integration, and pilot deployment—were delivered within the agreed timeline.
The team adhered to sprint cycles and communicated roadmap adjustments proactively.

Responsiveness & Communication
MindLab was highly responsive to feedback, often implementing requested changes or improvements within 24–48 hours.
Their founders and PMs maintained direct and open communication, ensuring we had a clear view of timelines, trade-offs, and results at every step.
They provided weekly check-ins, live demos, and a shared dashboard to monitor progress in real time.

Adaptability & Support
They showed exceptional flexibility in adapting workflows to our internal systems (CRM, APIs, etc.).
When issues arose—such as customer input errors or integration changes—they responded quickly with fixes or temporary workarounds.

What was your primary form of communication with merliteam?

Virtual Meeting

What did you find most impressive or unique about this company?

What impressed us most about MindLab was their multi-agent architecture—a true step beyond traditional chatbots.

Unlike typical AI solutions that rely on one-size-fits-all bots or rigid flows, MindLab built a system where specialized GenAI agents work together like a real team. Each agent is focused on a specific task—like billing, coverage, or sales—and an orchestrator coordinates them in real time. This collaborative AI logic felt both innovative and practical, solving real fragmentation issues in customer journeys.

Are there any areas for improvement or something merliteam could have done differently?

N/A 

BACKGROUND

Introduce your business and what you do there.

I'm the CEO of a company that offers an integral online payment solution that allows companies to register easily, receive local payments, protect transactions with antifraud tools, and access a business intelligence panel.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire merliteam to accomplish for your business?

We needed someone to help us with the refactoring and ongoing maintenance of a WooCommerce plug-in.

SOLUTION

What was the scope of their involvement?

merliteam has fixed some bugs in the previous WooCommerce plug-in, completed a refactor of the plug-in into a better version, and provided ongoing maintenance and handling of customer issues.

What is the team composition?

We've worked with 2–5 teammates from merliteam.

How did you come to work with merliteam?

merliteam was referred to me. I chose them over other options because they offered good value for the cost, and their company values aligned with ours.

What is the status of this engagement?

We started working with merliteam in November 2024, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

merliteam has reduced errors in the original plug-in and delivered a refactored plug-in.

How did merliteam perform from a project management standpoint?

We communicate with merliteam via virtual meetings.

What did you find most impressive about them?

merliteam is very receptive to our needs and requests and has actively improved the plug-in.

Are there any areas they could improve?

There's nothing merliteam could improve on.

BACKGROUND

Please describe your company and position.

I am an Executive of Multilingual HUB

Describe what your company does in a single sentence.

Language learning services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire merliteam to accomplish?

• Create a mobile app

SOLUTION

How did you find merliteam?

Referral

Why did you select merliteam over others?

• Great culture fit
• Good value for cost

How many teammates from merliteam were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Moodle connected mobile app for better student experience

• Allow user to navigate courses
• Allow user to complete activities
• Chat with a AI chatbot

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

App build

Codebase 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes, when thing got tough they brought more people over

What was your primary form of communication with merliteam?

Virtual Meeting

What did you find most impressive or unique about this company?

They have a great attitude towards the work and a sense of responsibility.

Are there any areas for improvement or something merliteam could have done differently?

More thorough technical validations of high complexity open questions