Patient Onboarding and Appointment Scheduling

When a caller contacts the designated Twilio number, the system will identify whether they are an existing or new patient based on their phone number. The voice bot will employ generative fallback techniques to maintain the conversation flow and ensure a smooth user experience, even if the caller deviates from the expected path.

Scope

The voice bot is designed to streamline customer interactions by automating key processes. It will efficiently identify callers as new or existing patients using their phone number, assist new patients with onboarding by collecting necessary information and addressing their questions, and facilitate appointment scheduling through the OnSched API, managing availability and bookings. The bot will also handle conversation deviations with advanced fallback techniques to maintain a smooth flow and a seamless user experience.

Additionally, customers will be able to ask frequently asked questions (FAQs) related to the medical field. The goal is to enhance customer service, improve operational efficiency, and boost customer satisfaction by managing various scenarios effectively and delivering consistent responses.

Our Contribution

We provided a comprehensive set of services to ensure the voice bot’s success, leveraging a low-code approach for rapid development. Our contributions include:

• Integration of Vertex AI Text-Bison with GCP Dialogflow: Enhanced natural language understanding for more accurate and context-aware responses.
• Development of an Intelligent Agent: Built with Dialogflow agent iterations and updates.
• Voice-to-Text Functionality: Enabled through Twilio within Dialogflow to convert spoken language into text seamlessly.
• Use of Google Cloud Functions: Ensured smooth communication between services for efficient operation.
• Appointment Booking Integration: Utilized Google Calendar to handle scheduling and conflicts effectively.

This approach allowed for the swift delivery of a robust appointment scheduling solution, optimizing development time and costs. By automating routine tasks and handling FAQs, we improved resource allocation within the support team, enabling them to focus on more complex and urgent customer issues.