Decoder with Nilay Patel Zocdoc CEO: "Dr. Google is going to be replaced by Dr. AI"
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Oct 20, 2025 Oliver Kharraz, co-founder and CEO of Zocdoc, discusses how the platform connects patients with healthcare providers and enhances appointment access. He emphasizes the role of AI, predicting a transition from 'Dr. Google' to 'Dr. AI,' while highlighting that human clinicians will remain essential. Kharraz introduces Zocdoc's AI assistant, Zo, which improves scheduling efficiencies. He also explores Zocdoc's business model shift to per-patient pricing, its efforts to boost transparency in healthcare, and the delicate balance between AI and human oversight in medical decision-making.
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Platform Beyond The App
- ZocDoc aims to be a platform that connects patients and doctors wherever they are, not just a booking app.
- The company expands into telephony and partnerships to meet patients in the channels they already use.
Telehealth Isn’t A Universal Replacement
- Telehealth is useful but most care remains in-person; 95% of ZocDoc bookings are for office visits.
- Mental health is the major exception, where remote care predominates and works well.
Rethink Call Centers With AI
- Use AI to redesign workflows, not just replicate human tasks like receptionists.
- Triage calls so AI handles simple booking tasks while routing complex cases to the right human expert.