Partnership between StaryaAI and Twilio provides top healthcare institutions with AI Agents via WhatsApp
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Challenge
Offer healthcare companies the possibility of providing autonomous and personalized patient care using AI agents.
Solution
AI-powered customer service, using Twilio to orchestrate the conversation.
Results
- Approximately 75% financial savings in customer service with AI agents, compared to human staff
- 30% conversion by line-of-care AI agent
- 10% conversion of scheduled appointments
- 390% improvement in appointments scheduled, conversion, and relationship results
"Our client, Dr. Consulta, had two major business goals. One was to deliver value from that interaction with AI agents, demonstrating that it would be a personalized experience, not spam. Secondly, they wanted to migrate people who had some kind of complaint about the services to join the brand’s loyalty program, which in itself is a major challenge. And our AIs made this possible, which would not have been possible without a customer focus and a unique CX, which we built alongside Twilio."
With Twilio’s WhatsApp Business API, StaryaAI has a 100% seamless platform for its AI agents to communicate.
StaryaAI is a company that empowers healthcare organizations to transform their operations using artificial intelligence, with the aim of generating efficiency, personalization, and accessibility. The startup, founded in September 2024, develops specialized AI agents to assist its clients with patients’ health-related needs.
The company has developed its proprietary AI platform — called Nebula—which analyzes data from each interaction, transforming it into knowledge that can be applied to the various situations that customers experience and enabling the AI agent to go beyond the pre-programmed responses of chatbots, since it is fed new data, allowing it to adapt to complex scenarios involving patients and physicians. The company currently serves major healthcare companies in Brazil, such as Dr. Consulta and Hospital Maternidade Santa Joana, in São Paulo (SP).
At a time when AI agents are gaining notoriety thanks to recent advances and investments in technology, StaryaAI is already ahead of most organizations, with more than 40 smart agents in operation and over 200,000 interactions performed, of which 60% are via WhatsApp. And it is precisely in the use of WhatsApp that StaryaAI’s path crosses with that of Twilio, which offers the API for WhatsApp Business.
The partnership between StaryaAI and Twilio grew out of the excellent experience that StaryaAI’s founders had with the leading customer engagement platform before launching their startup. “We were already well aware of Twilio’s reliable products and customer service, and we knew that no other organization could help us deliver a unique customer experience for the company we were starting,” says Vinícius Reis, CTO and Founder of StaryaAI.
The idea was simple: use WhatsApp Business with Twilio’s APIs to give customers availability and reliability, as well as data-driven insights and strategic analyses that could be used with their AI engine, combining technologies to create a unique customer service experience that would wow customers without losing agility and personalization.
Dr. Consulta uses AI agents and sees an impact on new customer conversion
The dr.consulta company is a customer of Starya.AI and manages an average of 2,500 appointments per day.
“Our client, dr.consulta, had two major business goals. One was to deliver value in patient interactions with the company, helping teams respond faster, in a more personalized and professional manner, even when demand is high. The result should be a more fluid, welcoming, and efficient experience for those on the other side of the screen. The second goal was to enable patients who were not yet part of the healthcare program to learn about the programs and sign up. And our AIs made this possible, which would not have happened without a focus on the customer and a unique CX, which we built alongside Twilio,” says Vinícius Reis, CTO and Founder of StaryaAI.
The dr.consulta team had a target conversion rate of 5% for the Healthcare Program agent, but after implementing StaryaAI's AI agent, the conversion rate reached 30%. A second AI agent used for scheduling appointments achieved a 10% conversion rate after just over a month of use. This conversion is measured in terms of the number of patients who had a conversation with us compared to the number of patients who completed their appointment.
The implementation of AI at dr.consulta aimed to improve the sales process for its services and the company's relationship with its customers, using WhatsApp as a communication channel in order to positively impact the customer experience, focusing on dialogue between the company and patients.
As a result, dr.consulta has seen a 390% improvement in its appointment scheduling, conversion, and relationship results since the start of the operation in September 2024. Today, there are four active approach AI agents working exclusively for dr.consulta, all provided by StaryaAI.
It is worth noting that the AI agent currently responsible for scheduling appointments originated from a need identified while using another agent designed for a different type of service. This shows how versatile and strategic the use of artificial intelligence can be in the healthcare sector, opening doors to new solutions based on real-world operational learnings.
Currently, AI projects at dr.consulta already account for 10% of StaryaAI’s business results—a direct reflection of the efficiency and focus on healthcare that these agents provide.
"For us, understanding the problem is very important, and our focus was on helping dr.consulta serve its customers well. To do so, we applied AI focused entirely on the patient and on reducing wait times, suggesting solutions for different service levels and providing quick and accurate responses to human agents. As a result, we were able to improve the patient experience from start to finish: we supported attendants, optimized processes, and provided faster and more efficient service. The AI agents acted as true co-pilots for each request."
Customized and efficient service that saves lives
Santa Joana Maternity Hospital, a leader in obstetric health in São Paulo, is also a StaryaAI customer. On behalf of the hospital, the company developed AI that acts as a health aid for pregnant women, known as "Joana, the Fairy Godmother." She is responsible for helping pregnant women with any concerns or doubts they may have and she is available 100% of the time. These AI agents use the communication infrastructure provided by Twilio to remain available at all times via WhatsApp.
The "Fairy Godmother," who is initially an AI agent, is also connected to a multidisciplinary team at the hospital, as part of a union between digital and human care. This makes it possible to intervene and forward the pregnant woman's data quickly. It was thanks to this union that one patient, Andressa, and her baby had their health assured.
The patient presented with symptoms indicative of preeclampsia, which is particularly risky when it comes to mother and baby health. Following the onset of an uncomfortable headache, Andressa contacted Joana, the Fairy Godmother, asking her about her condition. The AI agent recommended that she take her blood pressure, which was high. The AI then recommended that she go to the hospital for examination and at the same time contacted the hospital care team, asking for an assessment. The hospital staff contacted Andressa and asked her to go urgently to the emergency room.
Today, mother and baby are perfectly fine but without the intervention and assessment of AI, the picture could have been quite different.
This case was presented at the 29th International Anesthesia Conference, held from March 14 to 15, 2025.
"It is very important for us to have a story like this associated with StaryaAI. As well as being exciting, it shows how AI agents can really make a difference. In addition, the availability of the communication channels provided by Twilio made all the difference."
Working in the present, to create a new future for the health market
Taking the lead once again, StaryaAI is supporting the launch of the Twilio Voice channel as part of the WhatsApp Business app, adding a customer preference channel within the preferred digital communication app in Brazil. In cooperation with WhatsApp Business Calling and in partnership with Twilio, StaryaAI continues to guarantee reliability, the scalability of its services and the stability and quality needed to continue its national and international expansion.
Twilio, which has great knowledge of the Brazilian health sector, has been helping the startup to integrate solutions, ensuring a fluid experience for companies and patients alike. At present, the company is preparing a project with Unimed, which is currently being integrated into the Twilio platform.
There is also room for StaryaAI customers to enjoy the benefits of using RCS for Business very soon.
"Our greatest value is to pass on this compassion and trust to our customers. We are always looking to improve ourselves, communicate better and be more detailed and compassionate. Moving forward, we hope to work with Twilio and build more and more exciting and rewarding stories. We want to be, and will be, the largest health-related AI company in Brazil."
Personalized and efficient care that saves lives
Santa Joana Maternity Hospital [Hospital Maternidade Santa Joana], a benchmark in obstetric health in São Paulo, is also one of StaryaAI’s customers. For this hospital, the company developed AI that acts as a healthcare assistant dedicated to pregnant women, known as “Madrinha Joana” [Godmother Joana]. She is responsible for assisting pregnant women with any needs or questions they may have, and is available 100% of the time. These AI agents use the communication infrastructure provided by Twilio to be always available via WhatsApp.
The “Godmother,” who is initially an AI agent, is also connected to a multidisciplinary team within the hospital, combining digital and human care, thus enabling her to intervene and quickly forward the pregnant woman’s data. It was thanks to this combination that the patient Andressa and her baby were able to receive the care they needed.
The patient had some symptoms that could indicate a diagnosis of preeclampsia, which is very risky for the health of both mother and baby. Experiencing a nagging headache, Andressa contacted Madrinha Joana, asking her about her situation. The AI agent recommended that she take her blood pressure, which turned out to be high. The AI then recommended that she go to the hospital for tests, and at the same time contacted the hospital’s care team, requesting a consultation. The hospital staff contacted Andressa and asked her to go to the emergency room immediately.
Today, both mother and baby are doing very well, but without the intervention and assessment of AI, the situation could have been very serious.
This case was presented at the 29th International Congress of Anesthesia, March 14-15, 2025.
Working today to create a new tomorrow in the healthcare market
Leading the way once again, StaryaAI is evaluating the use of Twilio’s Voice channel within the WhatsApp Business application, thus adding another customer-preferred channel within Brazil's favorite application for digital communication. With WhatsApp Business Calling and its partnership with Twilio, StaryaAI continues to guarantee the reliability and scalability of its services, offering the necessary stability and quality to continue its national and international expansion.
Twilio, with its extensive knowledge of the Brazilian healthcare market, has been helping the startup integrate solutions, ensuring a seamless experience for companies and patients. The company is currently developing a project with Unimed, already integrated with Twilio’s platform.
There is also potential for StaryaAI customers to benefit from using RCS for Business in the near future.
"Our greatest value is to pass on this compassion and trust to our customers. We are always looking to improve ourselves, communicate better and be more detailed and compassionate. Moving forward, we hope to work with Twilio and build more and more exciting and rewarding stories. We want to be, and will be, the largest health-related AI company in Brazil."
