AI Voice, Phone Tree, Ringing & Alerting System

Low-latency voice that sounds human, not robotic, with interruption handling.

Every AI phone behavior is controlled by editable "policies" you can change.

Drag/drop nodes: greet → identify → classify → solve → escalate.

Identifies billing, onboarding, compliance, support, export, scheduling, emergencies.

AI sees tenant profile + open issues before responding.

AI references current claim/export status without hallucinating; only reads from system-of-record.

Set "confidence threshold"; below threshold AI escalates to you.

Define when calls ring your phone vs stay with AI.

If caller sounds distressed/urgent, immediate escalation.

AI verifies caller role before revealing sensitive info.

Every wording change is tracked; roll back instantly.

Adjust AI tone, speed, and formality.

Custom pronunciations for agencies and acronyms.

Instant summary + tasks after each call.

Every call ends with standardized reason/outcome codes.

Measure how many calls AI resolves without founder.

Convert text FAQs into voice-friendly responses.

Optional bilingual support.

AI updates caller on progress ("checking claim status").

AI schedules callback slots when you're busy.

Different call handling policies per tenant plan.

Thank you for calling {{tenant}}.

Blocks prohibited statements and suggests safe alternatives.

Per-tenant legal compliance settings.

"Are you still there?" logic without awkwardness.

Caller can interrupt; AI adapts mid-sentence.

Identifies speakers if multiple people are present.

Triggers actions ("resubmit," "appeal," "export failed").

Voice commands launch workflows with confirmation.

AI gives you a private on-screen hint while you talk.

Multiple callers; AI triages.

AI briefs you before transfer.

Prevents dumping calls on you with no context.

Respects your calendar and focus blocks.

AI fully handles after-hours with strict rules.

Flags phrases that might create liability.

Quick voice survey after resolution.

Auto-creates ticket when unresolved.

Voice memos saved and linked.

Blocks robocalls.

High priority clients get direct escalation.

Guided onboarding checklist during calls.

Guided denial/claim checklist during calls.

Guided NEMSIS export troubleshooting.

Guided accreditation/DEA/CMS safe responses.

Remembers preferences ("call me Chief").

Predicts likely resolution and advises.

Test new scripts against simulated callers.

Optimize greeting and flows.

If caller drops, AI texts a follow-up link.

"Please text your facesheet to this number."

Extracts claim ID, incident number, payer type.

AI repeats critical identifiers for confirmation.

If system doesn't know, AI says so and creates a task.

Prevents runaway AI usage costs.

Costs per channel and per tenant.

Avoids generic voices by design.

Noise suppression, echo cancellation.

Encrypted at rest and access-controlled.

Retention by category (support vs compliance).

AI handles everything unless urgent.

Urgent calls always ring through.

Say "billing" or "support."

If AI detects intent, skips menus.

While the caller speaks, the system pulls tenant profile, open tickets, last claim status, outstanding invoices, export failures, and recent messages — AI answers with verified facts only.

When a call hits, your dashboard and phone both ring with a screen pop showing caller, role, urgency score, and AI's suggested first sentence.

Configurable rules: ring-only for VIP tenants, silent notifications for low priority, escalate after 2 missed calls, night mode with only compliance emergencies breaking through.

Every tenant has a tailored phone-tree pack (different terms, local policies, operational vocabulary), preventing generic responses.

For CMS/DEA-sensitive topics, AI switches to strict phrasing patterns, asks fewer open-ended questions, and logs every step for audit defensibility.

AI answers status questions like "Was claim 123 submitted?" using system-of-record, then offers next steps ("we're waiting on EOB; expected in 7–10 days").

AI guides new agencies through onboarding steps (BAA, payer setup, user roles, exports) and schedules your involvement only where required.

AI walks through export validation: which dataset version, which file failed, what field groups error, then generates a repair checklist.

AI assists with shift scheduling questions, credential expiration issues, and pushes "suggested schedule fixes" based on staffing constraints.

Before AI triggers actions (resubmission, invoice resend, export retry), it reads back the intent and requires explicit confirmation ("Say confirm to proceed").

Summaries include what was said, what data was referenced, what rule triggered what action, and what permissions allowed it (for audits).

AI escalates only after: (a) verified identity, (b) checked system status, (c) tried approved remedies, (d) packaged a crisp summary for you.

Same question yields different AI responses depending on caller role (agency admin vs provider), reducing confusion and preventing over-disclosure.

Assigns each call a priority score combining revenue impact, compliance risk, tenant tier, aging denials, and sentiment urgency.

AI explains denial reasons in plain English and gives a structured fix plan, mapped to your internal denial playbooks.

If caller says "appeal," AI creates an appeal task and drafts the outline instantly (without fabricating facts), then routes for your approval.

Instead of "please hold," AI narrates what it's doing: "I'm pulling the claim status now," then returns with verified results.

Detects silence, prompts politely, offers options ("say billing or export"), and if still silent, offers callback/SMS fallback.

If a call drops, AI automatically sends a text with next steps and a secure link to upload docs or schedule a meeting.

Extracts claim IDs, incident numbers, payer names, dates, and keywords into structured fields to reduce your manual entry.

AI repeats critical identifiers back ("That's incident 2026-0142, correct?") to prevent expensive mistakes.

AI will not disclose claim details unless identity+role checks pass, and will always present minimal necessary info based on role.

The voice agent resists "ignore your rules" attempts, refusing to reveal secrets or privileged system details.

AI can answer platform questions, but refuses medical advice, and refuses anything outside its allowed scope.

For critical failures (exports down, billing pipeline outage), AI can page you with persistent alerts until acknowledged.

When you're busy, AI tightens responses, defers non-urgent items, batches tasks, and schedules them for later review.

Chooses callback slots based on your calendar, task load, tenant time zones, and urgency — then books automatically.

Shows call outcomes, script branch performance, where callers get stuck, and suggests exactly which script nodes to improve.

Runs controlled experiments: two greetings, two flows, two confirmation styles — measures resolution rate and caller satisfaction.

Tracks voice latency, jitter, and transcription error rate; auto-switches to best region/route for cleaner calls.

Prevents runaway AI costs with caps per tenant/per hour, and "degrade gracefully" strategies (text follow-ups instead of long calls).

Remembers safe preferences ("call me Josh," "we prefer email") without storing sensitive content; tenant-scoped only.

Configurable rules by state/tenant, consent prompts, encryption, retention windows, and access logs.

During major incidents, all calls route to a dedicated flow, status page updates auto-send, and your dashboard locks into incident priority view.

AI flags "low confidence" calls into a review queue with transcript + recommended response for you to approve quickly.

Every failure becomes a structured learning ticket: what went wrong, which rule/script was missing, what change fixes it, and how to validate it safely.