Docplanner Expands Patient Access with Voice AI Agent Powered by Twilio

Global healthcare platform reports rapid onboarding of 1,300 doctors in three days through scalable AI voice automation

London, UK - [DATE]: - Twilio (NYSE: TWLO), the customer engagement platform that drives real-time, personalised experiences for today's leading brands, today announced that Docplanner, a leading global healthcare platform connecting patients with doctors, is improving patient access and scaling its services with an AI-powered voice agent managed by Twilio's ConversationRelay and Programmable Voice.

Docplanner connects patients with healthcare providers across 13 countries in Europe and Latin America. The service helps people discover doctors, read and share reviews, and schedule appointments online while reducing administrative workloads for clinicians. Today, Docplanner supports over 100 million website visits and 22 million bookings each month, and is used by 300,000 doctors worldwide. Docplanner additionally operates call centres in several markets for patients who prefer scheduling appointments by phone. However, traditional call centres can be complex to scale across countries, and often leave patients waiting on hold before they can speak with an agent.

To address this, Docplanner built Noa Booking, an AI-powered voice agent running on Twilio's platform. Noa Booking is available 24 hours a day, letting patients schedule appointments, receive answers to frequently asked questions and get confirmations via SMS and Whatsapp immediately after their call. Twilio also enabled Docplanner to integrate and switch between speech-to-text and text-to-speech models via ConversationRelay without building its own voice infrastructure. Since the launch, doctors using the agent have seen twice the number of bookings compared with those relying on traditional call centres; Docplanner has additionally been able to onboard 1,300 new doctors in just three days.

"We knew that to succeed, especially with tech-averse customers, the quality had to be really high," said Chris Honey, Product Director at Docplanner. "That meant a localized language model that could understand customers' accents, the ability to send instant confirmations via WhatsApp and SMS, and a human fallback so that if anything went wrong, the booking would still go ahead."

AI Voice Automation Improves Access to Care and Supports Rapid Scaling

By introducing Noa Booking, Docplanner has been able to provide patients with always-on phone access while significantly reducing operational complexity across multiple markets.

Many of the additional appointments are booked outside traditional call centre hours, particularly early in the morning when patients previously could not reach an agent. Early operational signals also indicate fewer missed calls and faster responses for patients seeking care.

"Docplanner is laser-focused on giving doctors and practises the tools they need to spend less time on admin and more time on what really matters - caring for their patients," said Jake Kanter, VP Sales, EMEA at Twilio. "By adopting Twilio's communications infrastructure and with the help of the customer's agentic capabilities, Docplanner is able to make scheduling appointments more accessible for patients and less burdensome for doctors."

Building Scalable Patient Experiences Across Markets

Twilio serves as the underlying infrastructure for Docplanner's global AI voice system, helping them navigate the complexity of telecommunications providers and local regulations, so Docplanner can focus on scale.

"By leveraging Twilio's advanced communication technologies, particularly in speech-to-text and text-to-speech functionalities, we are committed to support an increasing number of doctors globally and cater to a diverse pool of requests and workflows," Honey said: "This scalability ensures we maintain the highest quality of service, meeting and exceeding our clients' expectations as we grow."

Looking ahead, Docplanner plans to expand Noa Booking into additional markets including Spain and Brazil. Future capabilities will also support services such as appointment cancellations, referrals, and insurance verification.

About Docplanner

With a global mission to "help people live longer, healthier lives," Docplanner is building the operating system for healthcare, seamlessly connecting patients with providers. Operating across 13 countries, Docplanner's network includes more than 2.8 million healthcare professionals and facilitates over 20 million bookings monthly.

For patients, Docplanner simplifies access to care across the entire healthcare journey - from discovering the right specialist to booking appointments and managing communication and documentation. For healthcare providers, Docplanner offers a fully integrated suite of software solutions that supports the full practice workflow, including patient acquisition, scheduling, documentation, and financial operations. This end-to-end infrastructure enables practices of all sizes to operate more efficiently, improve care delivery, and grow sustainably.

In 2024, Docplanner launched Noa.ai, its AI assistant for healthcare professionals, designed to reduce administrative and documentation burden and allow clinicians to dedicate more time and focus to patient care. At the same time, Noa.ai enhances the patient experience by enabling a more seamless and continuous approach to managing personal health, extending far beyond the booking of a single visit.

Founded in 2012 in Poland, Docplanner employs more than 3,000 people across Europe and Latin America and is backed by leading global investors including One Peak Partners, Goldman Sachs Asset Management, and Point Nine Capital, having raised approximately €500 million to date.

1. Docplanner operates under several brands - including ZnanyLekarz in Poland, Doctoralia in Latin America, MioDottore in Italy, and Jameda in Germany