Give Narayana Health an agentic layer matched to its efficiency DNA: appointment and pre-surgical coordination at cardiac-program volume, plus member servicing for its new insurance arm — every conversation at a cost per interaction as disciplined as its cost per procedure.
Founded by cardiac surgeon Dr. Devi Shetty; ~20+ hospitals with globally studied high-volume, low-cost cardiac surgery economics (thousands of cardiac procedures annually at a fraction of Western costs).
Public factEntered health insurance via Narayana Health Insurance: 'Aditi' (launched 2024, ~₹1 crore cover at aggressive price points, network-centric) and flagship 'Arya' (November 2025) — a vertical-integration strategy tying coverage to its own delivery network.
Public factStrong Karnataka and eastern-India (Kolkata) footprints make Kannada and Bengali core alongside Hindi and English; patients travel from across India and abroad for cardiac care.
Public factHigh-volume surgical scheduling makes prep-compliance (fasting, medications, documents) conversations operationally critical — a missed instruction cancels an OT slot.
Reasoned inferenceThe young insurance arm must service members at a cost structure consistent with its aggressive pricing — a conversational-first service model rather than an inherited call-center one.
Reasoned inferenceValidate with the account team before outreach: HIS and insurance-stack API readiness for grounding · Actual prep-failure and no-show rates in the surgical programs · Insurance-arm servicing roadmap and regulatory servicing requirements at scale
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: An operational-excellence institution, not a software builder; its technology is bought and its innovation is process design — a packaged conversational platform is exactly the kind of leverage it historically adopts and optimizes.
Why they won't build the full stack: Engineering effort belongs in clinical process; building speech and orchestration infrastructure would contradict the focus that makes the model work — buy the platform, engineer the workflow.
Launched health-insurance products (Aditi 2024, Arya November 2025) as a strategic vertical-integration move tied to its delivery network
GTM implication: A greenfield insurer inside a cost-leader — conversational-first member servicing is the model-consistent build, and the window to set it is now
Management consistently frames affordable scale and capacity expansion as the growth story
GTM implication: Position conversation-cost engineering as the service-side analogue of their procedure-cost engineering
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Appointment & pre-surgical prep coordination Guided vernacular prep conversations with checklists, reminders, and travel-timing coordination; OT cancellations from prep failure measurably cut. | OT-slot utilization is the economic engine; prep failures and no-shows waste the scarcest capacity in the system. Friction today: Prep instructions delivered verbally at OPD get forgotten; outstation patients coordinate travel, tests, and admission by phone tag. | WhatsAppVoice | |||
Insurance member servicing (Aditi / Arya) Grounded member conversations on coverage, network hospitals, and claim steps from day one — service capacity that scales with enrollment, not headcount. | The insurance arm's economics depend on lean servicing; building a conventional call center would import the cost structure the products were designed to escape. Friction today: New members ask coverage, network, and claim-process questions that would otherwise require staffing a growing service desk. | WhatsAppVoice | |||
Post-surgical follow-up & adherence Automated vernacular follow-up with adherence nudges and review booking; clinical flags routed to nursing teams. | Cardiac outcomes depend on medication and review adherence; follow-up quality is clinical reputation at volume. Friction today: Follow-up calls compete with staff clinical duties; outstation patients drop out of review schedules. | WhatsAppVoice |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Narayana Health's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Narayana Health: Two-three workflows (appointments/pre-surgical, follow-up, insurance member servicing) across voice and WhatsApp — scale scope consistent with a cost-disciplined adopter that will measure everything.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“Narayana proved world-class care can cost less through process engineering; conversations are the next process — engineered to the same standard, in every patient's language.”
“One layer grounds on HIS and the new insurance stack — the greenfield insurance arm can be conversational-first from day one instead of retrofitting later.”
“Prep-failure cancellations and follow-up gaps are utilization leaks; guided conversations close them at a per-interaction cost that fits the house model.”
“Member servicing scales with enrollment at near-zero marginal cost — the only service model consistent with Aditi's price points.”
“IRDAI-conformant insurance servicing and DPDP-compliant patient data handling, fully logged, with clinical questions always escalated to qualified staff.”
“Measure it like a procedure: cost per resolved conversation, OT slots saved, members served per rupee — the metrics this institution already lives by.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
Dr. Devi Shetty's affordable-care network — world-scale cardiac volumes at radically low cost — now vertically integrating with its own health-insurance products (Aditi, Arya); process efficiency is the business model, making conversation-cost engineering a natural fit.
Dual pilot: pre-surgical prep conversations for the Bengaluru cardiac program plus conversational member servicing for new Aditi cohorts, measured on prep-failure cancellations and cost per member served.
Entry: Appointment & pre-surgical coordination conversations · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.