AI technical support for medical equipment on WhatsAppIntelligence that resolves

Symbio guides medical equipment users step-by-step to resolve incidents.

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A case resolved via WhatsApp saves time, money, and builds trust

Medical equipment is critical to the operation of laboratories and hospitals. Downtime means financial loss, delays, frustration for clinical and lab staff, and an overall poor customer experience. Most of these issues can be resolved through remote technical assistance.

24/7SUPPORT AVAILABLE FOR YOUR CLIENTS DIRECTLY ON WHATSAPP
60%OF SUPPORT CASES CAN BE RESOLVED WITHOUT ON-SITE VISITS
+250MONTHLY CASES THAT CAN BE HANDLED AUTOMATICALLY
30%OF SPECIALIST TIME FREED UP

From fault to fix, in a single conversation

No new apps for the operator. Zero friction.

  1. The user sends a message to Symbio via WhatsApp.

  2. Symbio asks questions and guides you step by step according to the equipment.

  3. If it can't be resolved over WhatsApp, a ticket is created

  4. Symbio suggests a specialist and schedule for an on-site visit

  5. The specialist visits the lab only if needed, and fixes the issue

  6. Once resolved, the ticket closes with a satisfaction survey.

  7. Track real-time status of all tickets and download equipment reports & metrics.

More than a platform, more than a simple agent. Symbio is your partner across the complete support cycle

What is currently coordinated through disjointed calls and messages, Symbio organizes into a unified flow.

Support guided by company knowledge

The agent only answers using verified company knowledge. If there is no documented source for the solution, it escalates rather than improvising.

Business rules dispatching

Certifications, shifts, daily workload, and SLAs determine the right specialist assigned for on-site visits.

Shifts and on-call rotations

The agent responds continuously 24/7 and integrates with your field engineers' schedules for seamless, accurate escalation.

Vendor portal

Configure machines, client facilities, engineers, shifts, and SLA policies without messy spreadsheets.

Full auditability

Every action, whether taken by human or agent, is logged with timestamps, actors, and data—ready for compliance audits.

Continuous learning

Real-world field solutions enrich the knowledge base of each machine model, case after case.

Frequently asked questions

What medical equipment distributors, labs and hospitals ask us most.

What is Symbio?

Symbio is an AI technical support agent for medical and laboratory equipment. It attends equipment users over WhatsApp 24/7, guides them step by step to resolve faults remotely and, when a fault cannot be solved remotely, opens a ticket and schedules the right field engineer.

Who is Symbio for?

Symbio is built for medical and laboratory equipment distributors, manufacturers and service providers that support clinical laboratories, hospitals and clinics, and for in-house biomedical engineering teams.

Do equipment users need to install a new app?

No. Lab and hospital staff write to Symbio on WhatsApp, the app they already use. There is nothing new to install for the operator.

Where do the agent's answers come from?

The agent only answers using the company's verified knowledge base: manuals, procedures and solutions documented by its engineers. If there is no documented source for a solution, it escalates the case instead of improvising.

What happens if the problem cannot be solved over WhatsApp?

Symbio opens a ticket, escalates it to the technical team and proposes a specialist and time slot for an on-site visit, based on business rules such as certifications, shifts, daily workload and SLAs.

Does Symbio replace field service engineers?

No. Symbio is a first-tier support agent. It resolves the cases that can be handled remotely and frees up specialists' time so they focus on the visits that truly require them. Any intervention on electrical components must be done by qualified personnel.

How much on-site work can be avoided?

Around 60% of technical support cases for medical equipment can be resolved remotely, without an on-site visit, freeing up to 30% of a specialist's time.

Where is Symbio available?

Symbio operates from Ecuador and is expanding throughout Latin America. It works in Spanish, English and Portuguese.

Let's talk about your organization

Tell us about your organization, or message us directly on WhatsApp if you prefer an immediate response.