Add a custom AI Based IVR?

we have an extremely large client that would like us to integrate our existing app, callmydoc, with their FreePBX based system.

Our existing app currently handles 500K calls a month.

It allows patients to be able to say what they want, say their DOB, say their name, etc. and is used for handling administrative type phone calls across the country, like requesting refills or appointments, etc.

if anyone has any idea how this can be done, we would love to know, and we will pay for this help.

carl

Would inbound calls first hit callmydoc or said FreePBX system? If it’s callmydoc and the call gets routed to FreePBX based on what the patient selects I am not sure that FreePBX needs to do much in terms of any integrations other then have inbound routs setup and ready to go to specific destinations depending on what happened upstream at callmydoc.

I am making a bunch of assumptions of what the call flow would look like here because there isn’t much info in terms of what sort of integrations/functionality you are looking to implement.

Would inbound calls first hit callmydoc or said FreePBX system?

we can do whatever we need to do, this is a new design for us, patient AI spoken IVR.

If it’s callmydoc and the call gets routed to FreePBX based on what the patient selects I am not sure >that FreePBX needs to do much in terms of any integrations other then have inbound routs setup and >ready to go to specific destinations depending on what happened upstream at callmydoc.

Dont we need to control the call flow from our side via API?

Like when someone says “refill”, we send them to the refill end point to transcribe their request?

We do this now with touchtone, we transcribe using whisper-v2.

I am making a bunch of assumptions of what the call flow would look like here because there isn’t >much info in terms of what sort of integrations/functionality you are looking to implement.

i will work on a better description/diagram.

we are also willing to pay for assistance in this project, we aleady have the customers.

Yea, I guess whomever you end up hiring to do this will need to understand how callmydoc fits into the whole picture.

In my head I am comparing callmydac to something like Car Wars in the automotive industry (I may be way off on this assumption here).

Car Wars handles all initial inbound calls and has the call logic to understand what needs to happen with the call as indicated by the caller. Once it knows where to send the call Car Wars would simply forward that call to an unpblushed external number that’s configured on the FreePBX backed that connects the caller to the appropriate individuals or group that needs to handle that call.

The trick here is to understand how callmydoc is being used in this environment.

Car Wars handles all initial inbound calls and has the call logic to understand what needs to happen >with the call as indicated by the caller. Once it knows where to send the call Car Wars would simply >forward that call to an unpblushed external number that’s configured on the FreePBX backed that >connects the caller to the appropriate individuals or group that needs to handle that call.

you are correct, this is what we do, for healthcare.

The trick here is to understand how callmydoc is being used in this environment.

We just to determine the best mechanism to use CallMyDoc in the place of a touchtone based IVR.

We do it via touchtone now.

We want to make that entire process spoken.

FreePBX will work with almost anything. it sounds like you would send the call to CallMyDoc, they would do whatever they needed to do then send the call back to you for a live answer, if needed. Not much to it. They could dial a public number to get back to you, or you could maybe setup a direct trunk with them to receive the calls.

Transcribing the audio and using IBM Assistant could be an intent-based solution. Train the Bot and, if it returns a certain intent, executes the respective audio of the subject.