Partnership between StaryaAI and Twilio provides top healthcare institutions with AI Agents via WhatsApp
Time to read: 5 minutes
Challenge
To provide healthcare companies with the possibility of patient care in an autonomous and personalized way, using AI agents.
Solution
AI service using Twilio to orchestrate the conversation.
Results
Approximately 75% financial savings through patient service using AI agents, compared to using human staff
30% conversion by AI agent using healthcare line
10% conversion of appointments
390% improvement in scheduling, conversion and relationship results
"Our customer, Dr. Consulta had two major business goals. One was to deliver value via interaction with AI agents, demonstrating that the experience would be personalized and not spam. And secondly, to migrate individuals who had some form of complaint regarding the services, to become part of the brand’s loyalty program, which in itself poses a major challenge. And our AIs made this possible. It would not have been possible without a customer focus and a single CX, which we built hand in hand with Twilio."
Using the WhatsApp Business API by Twilio, StaryaAI has a 100% reliable platform for communications by its AI agents
StaryaAI is a company that empowers health organizations to transform their operations using artificial intelligence, with a view to generating efficiency, personalization and accessibility. The startup, founded in September 2024, develops specialized AI agents to assist its customers in demands related to the health of their patients.
The company has developed its proprietary AI platform, dubbed Nebula, which analyzes data from each interaction, transforming it into knowledge applicable to the different situations that customers experience. It enables the AIagent to go beyond the pre-programmed responses typical of chatbots, as it is fed with new data that allows it to adapt to complex scenarios involving patients and doctors. The company currently serves large companies in the health sector in Brazil, such as Dr. Consulta and the Santa Joana Maternity Hospital, in São Paulo (SP).
At a time when AI agents are gaining notoriety, thanks to recent advances and investments in technology, StaryaAI is at the forefront of most organizations, with more than 40 intelligent agents online and more than 200,000 successful interactions, 60% of them via WhatsApp. It is precisely in the use of WhatsApp that its story crosses paths with that of Twilio, which offers the WhatsApp Business API.
The partnership between StaryaAI and Twilio was born from the excellent experience StaryaAI founders had with the leading customer engagement platform before launching their startup. "We were already well aware of the trust placed in Twilio’s products and services, and we knew we couldn’t count on any other organization to help us bring a unique customer experience to the company we were in the process of launching," says Vinícius Reis, CTO and Founder of StaryaAI.
The proposal was simple: use the WhatsApp Business channel with Twilio’s APIs, to deliver availability and reliability to its customers, as well as data-based insights and strategic analytics that they could use with their AI engine, combining technologies to create a unique service, able to amaze customers, without compromising on speed and customization.
Dr. Consulta uses AI agents and sees an impact on new customer conversion
Dr. Consulta is a Starya.AI customer and handles 2500 calls per day on average.
"Our customer, Dr. Consulta, had two major business goals. One was to deliver value in patient interactions with the company, helping teams respond faster, with greater quality and customization, 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 make patients who were not yet part of the health program aware of the programs and encourage them to register. Our AIs made this possible and it would not have been possible without the customer focus and a unique CX, which we built alongside Twilio," says Vinícius Reis, CTO and Founder of StaryaAI.
The Dr. Consulta team aimed for a Health Program agent conversion rate of 5%; however, after implementing the AI agent offered by StaryaAI, the conversion rate reached 30%. A second AI agent used for scheduling appointments achieved a conversion rate of 10% after just over a month of operation. This conversion rate is measured based on the number of patients who maintained a conversation compared to the volume of patients who arranged an 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 to have a positive impact on the customer experience, focusing on the dialog between the company and patients.
As a result, Dr. Consulta recorded a 390% improvement in its scheduling, conversion and relationship results, since operations began in September 2024. Today, there are 4 active approach AI agents working exclusively for Dr. Consulta, all provided by StaryaAI.
The AIagent currently responsible for scheduling appointments was sought with a view to covering a need perceived during the use of another agent, used for a different type of service. This demonstrates how versatile and strategic the use of artificial intelligence can be in the health sector, opening doors to new solutions as a result of real operations-based learning.
AI projects at Dr. Consulta now account for 10% of business results at StaryaAI, a direct reflection of the efficiency and focus on care that these agents provide.
"For us, the perception of the problem is very important and we focused on helping Dr. Consulta respond well to its customers. Para isso, a IA foi aplicada com foco total no paciente, e na diminuição da espera, sugerindo soluções para diferentes frentes de atendimento e oferecendo respostas rápidas e precisas aos agentes humanos. As a result, we have been able to improve the end-to-end patient experience: we support operators, optimize processes and offer faster and more efficient care. AI agents acted as true copilots 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."
