Kilo Health: Transforming digital health and wellness
Client Overview
Kilo Health is the second fastest-growing company in Europe in the digital health and wellness sector, serving over 5 million customers worldwide. With a portfolio of more than 15 digital health products and a rapidly expanding user base, Kilo Health sought innovative ways to scale customer acquisition while maintaining EU compliance and personalized engagement.
Challenge
Kilo Health faced several challenges in their customer acquisition process:
- Scale limitations: Traditional outreach methods couldn't match their rapid expansion goals
- Resource inefficiency: Sales representatives spent excessive time on initial qualification steps
- Engagement barriers: Potential customers in Facebook Groups required immediate, personalized interaction
- Conversion complexity: Multiple touch points from interest to purchase were difficult to manage manually
Solution: AI-Powered Sales Automation System
Intelligent Conversation Capabilities
- Natural language processing for understanding health goals
- Personalized product recommendations
- Contextual responses for specific product inquiries
Automated Customer Journey
- Initial qualification of high-potential leads
- Tailored educational content delivery
- Seamless payment processing integration
Data Protection & Privacy Architecture
Health Data Classification
- • Tiered data sensitivity levels for personal health information
- • Automated classification of user inputs and health metrics
- • Separate storage and processing for identifiable vs. anonymized data
- • Granular access controls based on data sensitivity
Privacy by Design
- • Data minimization in conversation flows
- • Purpose limitation for collected health information
- • Automated data retention policies
- • User consent management integrated into AI interactions
GDPR Compliance Framework
The system implements comprehensive GDPR requirements including right to access, right to erasure, data portability, and automated breach detection. All health data processing activities are logged with full audit trails for regulatory oversight.
System Architecture
Integration
The system integrates seamlessly with Kilo Health's existing technology stack through multiple connection points:
- • Product Database: Real-time synchronization with product catalog, pricing, and availability data
- • CRM System: Bidirectional data flow for lead tracking, customer profiles, and interaction history
- • Facebook Messenger API: Native integration for conversational engagement within social platforms
- • Payment Gateway: Secure transaction processing with PCI DSS compliance
- • Analytics Platform: Event streaming for real-time performance monitoring and business intelligence
Scalability
The architecture is designed to handle Kilo Health's rapid growth and fluctuating demand:
- • Concurrent Processing: Handles thousands of simultaneous conversations without performance degradation
- • Auto-scaling Infrastructure: Cloud-native deployment with automatic resource allocation based on load
- • Load Balancing: Distributed processing across multiple nodes for optimal response times
- • Caching Strategy: Intelligent caching of frequently accessed data to reduce database queries
- • Queue Management: Asynchronous processing for non-critical operations to maintain responsiveness
Analytics
Comprehensive analytics capabilities provide actionable insights across the customer journey:
- • Conversation Analytics: Sentiment analysis, intent classification, and topic modeling of customer interactions
- • Conversion Tracking: Funnel analysis from initial contact through purchase completion
- • Performance Dashboards: Real-time visualization of key metrics including response times, conversion rates, and revenue attribution
- • A/B Testing Framework: Systematic testing of conversation flows, messaging strategies, and product recommendations
- • Predictive Insights: Machine learning models for lead scoring, churn prediction, and lifetime value estimation
Compliance
Built-in compliance mechanisms ensure adherence to EU regulations and industry standards:
- • Data Residency: EU-based data centers with geographic restrictions on data processing and storage
- • Audit Trails: Comprehensive logging of all data access, processing activities, and system changes
- • Consent Management: Granular tracking of user permissions with automated enforcement of consent preferences
- • Data Subject Rights: Automated workflows for handling access requests, erasure, and portability requirements
- • Security Controls: End-to-end encryption, role-based access control, and regular security assessments
Automation
Intelligent automation streamlines operations while maintaining personalization:
- • Lead Qualification: Automated scoring and routing based on conversation signals and behavioral data
- • Content Delivery: Dynamic selection and timing of educational materials based on user journey stage
- • Follow-up Sequences: Intelligent scheduling of touchpoints optimized for engagement and conversion
- • Escalation Logic: Automatic handoff to human agents when complexity or sensitivity thresholds are reached
- • Continuous Learning: Model retraining pipelines that incorporate new conversation data and performance feedback
Results & Impact
270%
Lead Generation
Increase in qualified leads per month
68%
Cost Reduction
Lower customer acquisition costs
42%
Conversion Rate
Higher than traditional methods
3.5x
Productivity
Increase in sales team efficiency
Compliance Outcomes
Client Testimonial
"Working with Jeremy and the Space&Miller team was a great pleasure. We will definitely work together on other projects in the future."
- Paulius Mikaliunas
Chief Product Officer at Kilo Health
Key Learnings
- Conversational AI excels in health contexts when properly trained on domain-specific language
- Social media communities represent untapped potential for meaningful customer engagement
- Automation + personalization is not a contradiction when AI is thoughtfully implemented
- Human-AI collaboration creates optimal results, with each handling appropriate aspects of the sales process
Regulatory Context
Health technology platforms operating in the EU must navigate multiple regulatory frameworks:
- • GDPR: Strict requirements for processing health data as special category personal data
- • EU AI Act: High-risk classification for health-related AI systems requiring conformity assessments
- • Medical Device Regulation (MDR): Potential classification depending on intended use and claims
- • ePrivacy Directive: Requirements for electronic communications and consent mechanisms
The system architecture addresses these requirements through technical controls, documentation practices, and governance processes that ensure ongoing compliance as regulations evolve.
Looking Forward
Building on this success, we're expanding the AI system's capabilities to include:
- Predictive analytics to identify trending health concerns
- Enhanced personalization through additional data source integration
- Expanded language support for international markets
- Advanced sentiment analysis to refine engagement strategies
Confidentiality Notice
Due to the sensitive nature of health data processing and proprietary business information, Space&Miller LLC DBA REPCONN has signed a Non-Disclosure Agreement with Kilo.Health UAB "Kilo grupe". The information presented in this case study has been carefully reviewed and approved for public disclosure.
For inquiries about additional technical details, implementation specifics, or resources that cannot be publicly discussed, please contact jeremy@repconn.com to discuss what can and cannot be shared under the terms of our agreement.