The conversation needs to be connected to the operation.

The Starya + Twilio story is a technology partnership. The communication infrastructure connects the WhatsApp channel to agent solutions and human service in the operations described.

The problem

Operations need to combine communication at scale with continuity of service and context for teams.

What was put into practice

Starya integrated its platform with Twilio's WhatsApp infrastructure to support agent operations on the channels used by clients.

01WhatsApp channel
02Twilio infrastructure
03Starya agents and journey
04Human team when needed

Process summarized from the published account.

The channel as part of the delivery

The account presents the need to sustain communication with volume, quality, and continuity. Starya integrated its platform with Twilio's WhatsApp Business API and describes the use of Studio in conversation orchestration.

Channel integration allows the operation to take place through the medium people use. The rest of the work includes journey design, agent behavior, and the connections needed for the process. Communication infrastructure and business results are related but different parts.

Conversation, context, and human involvement

The source describes turning interactions into information for the operation and handing off to human teams when necessary. The cited cases include experiences that also appear individually in Starya's library.

For this reason, Twilio is presented as a technology partner, not an end client. A client experience mentioned in this account should not be counted again as a new case or an additional independent result.

How to interpret the scope of this partnership

The publication connects Twilio infrastructure to the continuity and scale of the operations described. This summary preserves that qualitative contribution without adding together metrics from different projects or periods.

Voice on WhatsApp and RCS appear among the source's next steps. They are not treated here as capabilities delivered by this partnership. The case also does not demonstrate authorization or confirmation of actions by agents external to the solution.

The reported result and its scope

The account describes communication infrastructure as part of the ongoing support for agent operations.

This is a technology partnership case. Client results cited in it do not form an independent aggregate.

The lesson learned

The communication channel is one part of the delivery. Journey design, context, handoffs, and follow-up need to work together.

What questions does this case help you ask?

Which part of service depends on the channel and which depends on the process?
How can context be preserved when a person takes over?
How can the effect on the journey be measured beyond the number of messages?

Published indicators and testimonials

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.

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

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

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.

Vinícius Reis — CTO and Founder · StaryaAI

Source of the account

Summary of the case published by Starya. Results and scope belong to this operation; they are not a guarantee for other contexts.