Clinic IVR
An easy-to-follow medical clinic IVR setup, blending traditional interactive voice response (IVR, also known as Phone Trees or Menus) with advanced voice-based conversational AI.
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The following application is an implementation of a medical clinic Interactive Voice Response (IVR). This guide is based upon a working Cloudonix customer, with some alteration, to not expose any customer-specific information.
The ACME Clinic
Medical clinics normally include an inbound automatic attendant (also known as an IVR, or phone tree, or a menu). The menu will present the called with several options, which then will route the call to a specific destination or set of destinations.
The ACME Clinic provides patients with quality medical care and consulting service, for the ultra-rare disease known as TeleRythmia - a rare condition causing patients to experience heart issues each time their mobile phone rings or receives a message. As a high quality medical facility, the ACME Clinic has a automatic attendant that helps patients reach their desired destination at the clinic.
For the purpose of this tutorial, we will be using the Cloudonix container application engine for this implementation.
Automatic Attendant
Attendant Diagram
Attendant Menus
Per the above diagram, we can see two distinct menus:
Option 1: Call the receptionist after checking if it's lunchtime.
Option 2: Redirect to the Langauge Menu.
Option 3: Call the pharmacy.
Option 1: Call an English speaking specialist.
Option 1: Call a Spanish speaking specialist.
Click here to learn about the Selector Blocks of this application.
Lunch Time Router
The lunch time router will be implemented as a JavaScript based container application. The purpose of the lunch time router will be to implement a scneario where calls during a preset lunch will not be routed to the office receptionist, instead will receive a lunch time notification and then return to the main menu.
Click here to learn about the Lunch Time Router of this application.
Medical Specialists
Our specialists will be Voice Agents, provided to the clinic as a 3rd party service, operated using the VAPI.ai service. Via the previously selected selectors, we will route calls into VAPI.ai (or other like minded services supported by the platform).
Click here to learn about the Lunch Time Router of this application.
Connecting The Dots
Once your container application is ready for testing, you'll need to connect it to a Voice Application, this is performed using the voice application panel of your account.
Click here to learn about the Attaching Your Container and Voice Application of this application.