ZocDoc has launched an AI-powered agent to autonomously schedule doctor appointments over the phone, achieving a 52% conversion rate, which is significantly higher than average human call centers.
CEO Oliver Karaz argues that established service platforms like ZocDoc, Uber, and Airbnb have significant negotiating leverage against new AI agent providers (e.g., Google, OpenAI) due to their deep domain expertise and control over real-world service fulfillment.
The company believes its 20 years of experience and data in the complex, edge-case-filled world of healthcare scheduling creates a strong competitive moat against new, more generalized AI agents.
Despite the rise of AI, ZocDoc maintains a firm policy of not providing medical advice, believing that human judgment remains critical for diagnosis and treatment, and that medicine will be one of the last professions disrupted by AGI.
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Concerns Raised
Potential for disintermediation by large, general-purpose AI agents that could bypass the ZocDoc platform.
The risk of patients misusing AI for self-medication or receiving poor medical advice from unregulated LLMs.
The challenge of navigating the evolving monetization models of the internet as AI agents become more prevalent.
Opportunities Identified
Using AI to automate and improve inefficient, high-friction processes in healthcare, such as phone-based scheduling.
Leveraging ZocDoc's established platform and data as a key partner for the new wave of competing AI agent providers.
Expanding services by meeting patients wherever they are, including through partnerships with insurers like Blue Shield of California.