Omni Consultation Forms - Voice Agent

Online Consultation Forms allow your site to manage medical requests from your Patients via the Communications Window Forms Tab

The Voice Agent is designed to enhance accessibility by enabling patients to complete consultation forms over the phone. Once completed, the content of their call is captured and the response is added to the Communications window, ready for your staff to triage

To add and configure the Voice Agent, navigate to X-flow and click Load

Next select the call flow you wish to add this to, either by scrolling through the list or by using the Search box

Once your call flow has loaded, you can then begin to add the necessary blocks to facilitate the Voice Agent

First you will need to add in a prompt to inform your patients that they will be identified before interacting with the Voice Agent. Drag a prompt block from the left hand side to the workspace

Double click the Prompt Block to open up the editable properties. To set the Prompt audio, click the Audio tab

Use the Prompt Text box to configure the content your Patients when they call in. For Voice Agent usage, we recommend:

Click Save to close the Prompt box and keep your changes

Next, select the Assign Patient Block from the left hand side

And drag it onto the workspace next to your first prompt

Connect the Prompt and Assign Patient blocks by clicking and dragging the arrow to the connecting points

To edit the Name and Description, double click the Assign Patient Block and fill out the two fields. Click Save to make the changes

The Assign Patient Block has three outputs:

You will need to add a Prompt Block in to let patients know if they have not been identified

Drag another prompt block into the workspace next to the Assign Patient Block, and double click to open the properties. For Prompt Text, we recommend:

Click Save, and connect the prompt to the Not Identified and Default outputs by clicking and dragging the arrows from the connecting points

You will then need to ensure that the patient's call is then routed elsewhere in the call flow so that they can get assistance elsewhere

You will need to add a prompt in to let the patient know that they have been successfully identified, and to inform them that the Voice Agent will ask them questions about their call

Drag another Prompt Block into the workspace, and edit the text by double clicking the Prompt and entering it into the Prompt Text box. We recommend:

Once you have entered your text, click Save and connect the Prompt Block to the Identified output on the Assign Patient Block

Your Call Flow should now look like this

To Add the Agent Block to your Call Flow, click and drag it from the left hand side into the workspace, next to your Prompts

To edit the Agent Block's properties, double click the Block banner

Enter a Name and Description for the block by typing in the relevant fields

Set the agent to Medical Request Form

Click Save to close the Block and keep the changes

You will then need to add Prompt Blocks for the three outputs on the Agent Block:

Drag a new prompt into the workspace next the Agent Block, and double click the header to configure the Prompt Properties. For Prompt Text, we recommend:

Click Save to close the Prompt and keep the changes

Drag a new prompt into the workspace next the Agent Block, and double click the header to configure the Prompt Properties. For Prompt Text, we recommend:

Click Save to close the Prompt and keep the changes

Once you have added the Prompts, drag a Hang Up block into the workspace

Connect the Prompts to the Hang Up Block. Your call flow should now look like this:

To make the changes to your call flow live, click Deploy

When a patient opts to use the Voice Agent to submit information, they will first need to be identified. They will be asked to state their Date of Birth for the in order to be verified

Once they have stated this, the Voice Agent will repeat this back to them and ask the patient to confirm whether this is correct

The Date of Birth the patient provides is checked against the number they are calling from. If they are calling from a withheld number, they will be asked to call back

If they are not successfully validated, their call will be routed as per your call flow configuration - for example, to speak to a call handler directly

If their Date of Birth has been successfully validated, they will hear the prompt confirming this. They will then be routed through to the Agent Block, where they will follow a question and answer process to gather details relevant to their condition or request

They will be asked to answer the following:

Once the patient has completed their response for each question, the Voice Agent will repeat the information back to them, and ask them to confirm whether this is correct

If the patient confirms that the information is correct, the Voice Agent will move onto the next question

If the patient relays that the information captured is not correct, they will be asked to reconfirm their answer for the Voice Agent to recapture

If at any point the caller wants to leave the process of using the Voice Agent (either at the identification stage or during the questions and answers), they can do so by pressing the * key

Once the Voice Agent has captured the response and the call has ended, the response is added as a new item in the Waiting Tab in the Forms area of the Phonebar Communications Window

From here, the response can be assessed in terms of Severity and Priority, and assigned to Users within your practice for triage

If at any point the caller wants to leave the process of using the Voice Agent (either at the identification stage or during the questions and answers), they can do so by pressing the * key

When they do this, their partially completed response will be added to the Communications Window Forms area as an unfinished response in the Incomplete Tab