Case Study: OhMD achieves faster, empathetic AI-powered patient communication at scale with Twilio

OhMD and Twilio Empathetic AI-powered patient communication at scale

OhMD, a healthcare communication platform, came to Twilio with a challenge: build a scalable, HIPAA-compliant voice assistant to automate routine patient calls without sacrificing empathy, while also unifying usage data across systems to better track engagement and churn risk.

Using Twilio ConversationRelay and Twilio Segment Connections, Twilio helped OhMD launch Nia, an AI voice assistant that handles common calls like scheduling and prescription refills with human escalation when needed. The result was a faster rollout in weeks, an expected 60% lift in self-service first-call resolution, appointment flows cut to as low as one minute, and a projected 55 million patient interactions in 2026.

OhMD

Ethan Bechtel

Chief Executive Officer