Full case study · Partner
Twilio · StaryaAI
WhatsApp and AI agents: StaryaAI and Twilio
AI agents via WhatsApp for healthcare institutions of excellence
Global customer engagement platform · WhatsApp Business API · Studio
- Segment
- Healthcare / Technology Partnership
- Case study context
- HealthcareIn productionWhatsApp Business APILatin America
Source and scope
Case study published by Starya. The text, indicators and testimonials below belong to the scope described. They are not independent validation or a guarantee of results in another operation.
Published title
StaryaAI × Twilio
Key Results
- Cost savings in AI-powered service
- 75%
- Improvement in scheduling, conversion and engagement
- 390%
- Conversion in Health Program agent
- 30%
- Intelligent agents in operation
- +40
The Challenge
Healthcare institutions in Brazil deal with high service volumes and need to maintain quality, personalization and agility simultaneously. The model based on human teams is expensive and doesn't scale with demand. StaryaAI's challenge was to prove that AI agents could replace part of this service with real efficiency, without compromising the patient experience. To achieve this, they needed reliable communication infrastructure to operate on the most used channel by Brazilians: WhatsApp.
The Solution
StaryaAI integrated its Nebula platform with Twilio's WhatsApp Business API to deliver autonomous AI agents to its clients. Twilio orchestrates the conversation via Studio, ensuring availability, scalability and quality on the channel. The combination of technologies enables unique service experiences: patient-focused AI, data from each interaction transformed into knowledge, and seamless handoff to human teams when needed.
Technologies and channels involved
- Twilio Studio
- WhatsApp Business API
- Nebula (AI engine)
- WhatsApp Business Calling
- RCS for Business
Understanding the partnership
The partnership was born before the company.
StaryaAI's founders already knew and trusted Twilio's products before starting the startup. When creating the company, the choice for the communication partner was immediate: Twilio's infrastructure was a prerequisite to deliver the experience healthcare clients needed.
Featured clients
dr.consulta
Accessible healthcare network averaging 2,500 daily appointments. dr.consulta used AI agents to improve the service sales process and patient engagement via WhatsApp.
- conversion in Health Program agent (target was 5%)
- 30%
- improvement in scheduling, conversion and engagement
- 390%
- active outreach agents in simultaneous operation
- 4
Santa Joana Maternity Hospital
A reference in obstetric care in São Paulo. StaryaAI developed Madrinha Joana, an AI agent dedicated to pregnant women, available 24/7 via WhatsApp and connected to the multidisciplinary team for immediate handoff.
- availability for monitoring pregnant women
- 24/7
- integrated with the hospital's multidisciplinary team
- 100%
The AI that saved two lives
Real story · Santa Joana
Andressa was a patient at Santa Joana Maternity Hospital and showed symptoms that could indicate preeclampsia. When she felt an intense headache, she contacted Madrinha Joana via WhatsApp. The agent guided Andressa to measure her blood pressure, which was high. Then recommended she go to the hospital and simultaneously alerted the care team with the patient's data. The team reached out and urgently referred Andressa to the emergency room. Mother and baby are well. The case was presented at the 29th International Congress of Anesthesia in March 2025.
The Results
With over 40 intelligent agents in operation and more than 200,000 interactions completed—60% of them via WhatsApp—StaryaAI consolidated Twilio's infrastructure as the foundation of its operation. Cost savings in AI-powered service reached approximately 75% compared to exclusively human operation.
At dr.consulta, the Health Program conversion target was 5%. The agent achieved 30%—six times above expectations. A second agent focused on appointment scheduling achieved 10% conversion in just over a month. Overall, the client recorded a 390% improvement in scheduling, conversion and engagement results since September 2024.
dr.consulta's projects represent 10% of StaryaAI's business results today. This reflects how much the partnership with Twilio enabled real scale: channel reliability was the factor that allowed operating with four active agents in simultaneous outreach for a single client.
Testimonial
Our client dr.consulta had two major business goals. One was to deliver value in patient interactions with the company, helping teams respond faster, with more quality and personalization, even when demand is high. The second goal was to enable patients who were not yet part of the health program to learn about and join it. Our AIs made this possible, which wouldn't have been achievable without customer focus and a unique CX that we built alongside Twilio.
Next steps
The next steps describe plans recorded in the case study; they do not confirm subsequent delivery.
Voice via WhatsApp
Adoption of Twilio's Voice channel integrated with WhatsApp Business, expanding service options within the app.
Unimed Project
New project in development with active integration on Twilio's platform for one of Brazil's largest healthcare systems.
RCS for Business
Expansion to RCS, broadening the communication channels available to StaryaAI's clients soon.
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