Docplanner rolls out AI voice booking agent with Twilio

Docplanner has deployed an AI voice agent for patient bookings using Twilio's ConversationRelay and Programmable Voice tools.

The system helped the healthcare platform onboard 1,300 doctors in three days.

Docplanner connects patients with providers across 13 countries in Europe and Latin America. Its voice agent, Noa Booking, lets patients schedule appointments by phone at any time, ask common questions, and receive post-call confirmations by SMS and WhatsApp. The service expands booking beyond Docplanner's website and app for people who still prefer to arrange care by phone.

Scaling phone-based booking has long been a challenge in healthcare, especially across multiple countries and languages. Docplanner operates call centres in several markets, but traditional set-ups can be hard to expand and may leave patients waiting to speak to an agent.

According to Docplanner, doctors using the AI booking agent have recorded twice as many bookings as those relying on traditional call centres. Many additional appointments are also being made outside normal call centre hours, particularly early in the morning.

Docplanner says it now handles more than 100 million website visits and 22 million bookings each month, while 300,000 doctors use its services worldwide. Its wider network includes more than 2.8 million healthcare professionals.

Voice booking

The use of AI voice systems in healthcare administration comes as providers and digital health groups look for ways to reduce routine workloads and widen access to services. Booking, cancellations, referrals, and insurance queries are among the administrative tasks most likely to create bottlenecks for clinics and call centres.

Chris Honey, Product Director at Docplanner, said the company focused on making sure the system worked well for callers who may be less comfortable with digital tools.

"We knew that to succeed, especially with tech-averse customers, the quality had to be really high," Honey said. "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."

Twilio said its role included enabling Docplanner to switch between speech-to-text and text-to-speech models without building its own voice infrastructure. That is particularly relevant for businesses operating across several markets, where telecoms rules, language differences, and local carrier relationships can complicate deployment.

Operational shift

For Docplanner, the booking agent is part of a broader effort to reduce administrative friction for clinics while making appointment access easier for patients. The company has also been building a wider set of AI tools for healthcare professionals under the Noa brand.

Jake Kanter, VP Sales, EMEA at Twilio, said the booking service is designed to reduce the burden on practices while widening patient access.

"Docplanner is laser-focused on giving doctors and practices the tools they need to spend less time on admin and more time on what really matters - caring for their patients," Kanter said. "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."

Docplanner employs more than 3,000 people across Europe and Latin America. Founded in Poland, the business has raised about €500 million from investors including One Peak Partners, Goldman Sachs Asset Management, and Point Nine Capital.

Honey said the company also aims to support a growing number of doctors while handling a broader range of requests through the same set-up.

"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."