Voice agent for patient calls with urgency-based escalation
Front desk overwhelmed with routine patient calls
Staff can't keep up with phone volume — appointment inquiries, insurance questions, directions
Patients calling after hours get voicemail and many don't leave messages
Staff repeat the same information about services, office hours, and accepted insurance
No way to triage urgency of incoming patient inquiries before they reach a person
AI phone agent with urgency-aware escalation rules
An AI voice agent handles routine clinic calls — office hours, directions, service descriptions, insurance acceptance. Trained on your clinic's FAQ documents and policies. Urgency keyword detection and sentiment-based escalation rules ensure critical calls reach staff immediately.
Step-by-step flow from initial contact to resolution
"Do you accept walk-ins today?" — AI voice agent answers the phone
RAG retrieves walk-in policy and today's hours from clinic documents
Patient gets accurate answer about walk-in availability and hours
Patient mentions symptoms that trigger urgency escalation rules
Call routed to clinic staff with urgency flag and real-time transcript
Non-urgent calls (hours, directions, insurance) handled fully by AI — transcripts logged for review
How data flows through the system for this use case
Incoming phone call
STT → Text processing → TTS
Clinic FAQ and policy KB
Keyword + sentiment rules
Urgent: staff | Routine: log
Patient calls are answered by the Vapi voice agent. Speech is transcribed, run through the RAG pipeline against clinic documents, and the response is spoken back. The escalation engine monitors for urgency keywords and sentiment signals — routing critical calls to staff immediately.
Technologies powering this solution
Custom-built for your specific documents, workflows, and channels.