CareCode expands patient communications with ElevenAgents

Brazil-based startup CareCode helps healthcare providers manage patient communications across multiple channels, automating routine workflows such as appointment scheduling, confirmations, reminders, and follow-up interactions.

As demand for voice-based interactions grew, CareCode looked for a voice infrastructure that could integrate with its existing platform and support natural conversations in Brazilian Portuguese. The company built its solution using ElevenAgents.

Bringing voice support to patient communication

Phone calls are an essential part of the patient experience as many patients still prefer speaking over the phone.Supporting those conversations required voice agents capable of understanding natural Brazilian Portuguese, responding reliably, and integrating with CareCode's existing workflows. The company needed a voice infrastructure that could be deployed quickly, support regional variations in spoken Portuguese, and operate reliably without requiring its team to build and maintain speech technology in-house.

Brazilian Portuguese voice agents integrated through API

CareCode built its voice experience on ElevenAgents. The team integrated voice agents into its existing platform, enabling patients to schedule appointments, ask routine questions, and confirm information through natural conversations.

Because the platform integrates through APIs, CareCode was able to add voice capabilities while continuing to use its existing application architecture and operational workflows. Support for Brazilian Portuguese and natural speech synthesis allowed CareCode to offer voice interactions designed for local users, while maintaining a consistent experience across digital and voice channels.

ElevenLabs has enabled us to expand our product offering without having to build and maintain the underlying voice infrastructure ourselves. The platform continues to evolve, allowing us to improve our product alongside it.

- Eduardo Trunci, CTPO, CareCode

The same infrastructure is also used within CareCode's electronic health record workflow, allowing healthcare professionals to interact with patient information using voice commands during consultations.

Results

After introducing voice interactions powered by ElevenLabs, Carecode analyzed conversations handled through its phone channel and found that 43.9% of callers had previously attempted to schedule through another channel before calling.

The analysis showed an important operational gap: for a significant portion of patients, digital channels alone were not enough to complete the scheduling process. By introducing natural voice interactions, Carecode was able to offer another way for patients to complete scheduling using voice instead of text-based interactions, helping clinics better support patients whose needs were not fully addressed through digital channels alone.

On the engineering side, adopting ElevenLabs also allowed Carecode to consolidate its voice architecture around a specialized platform instead of developing and maintaining speech infrastructure internally. The engineering team gained API-based integration with existing systems, observability across production conversations, and continuous platform updates while remaining focused on healthcare workflows instead of building and maintaining voice infrastructure.