ConnectAI Voice Agents — An AI front desk that answers your inbound line

ConnectAI Voice Agents is now available. An AI front-desk agent answers your inbound phone line, verifies the caller, and handles four routine flows on its own — appointment confirmations, rescheduling, eligibility verification, and general practice questions. Your staff steps in only when the call actually needs them.

What's new

Inbound calls answered, transcribed, and acted on

Calls hit the ConnectAI Voice Agent within 2 seconds of pickup. The agent plays your site's greeting and recording disclosure, then routes the caller through one of the four V1 flows.

Four flows the agent handles end to end

Appointment confirmation — caller verbally confirms an upcoming visit; the appointment is marked confirmed in your EHR with a confirmed_via: voice tag.
Rescheduling — caller agrees to a new slot; the new slot is booked and the old one released in a single atomic action.
Insurance / eligibility verification — read-only eligibility query with verbal coverage and copay readback.
General practice Q&A — hours, location, accepted plans, directions, providers, all answered from your facility's knowledge base. No patient data accessed.

Safety and escalation are built in

Patient-specific access is gated by DOB + last-4-phone verification on every call
"Human," "agent," "operator" keywords → instant warm transfer to your front desk
Emergency phrases (chest pain, stroke, severe bleeding) → immediate transfer; the agent does not attempt clinical triage
3× wrong demographic verifications → transfer to clinic
Budget guards (8 min wall clock, 30 turns, 15k LLM tokens) → graceful escalation

Audit-ready by default

Every call captures a full transcript, then passes through PHI redaction before persistence. Recordings live in encrypted S3 storage; redacted transcripts and PHI spans live in Hasura. The agent's voice configuration, site greeting, and knowledge base are all keyed per site.

What this means for you

Front-desk staff spend less time on routine confirmations and more time on the patients standing at the desk
Appointment confirmation and reschedule rates go up because callers can act 24/7, not just during desk hours
Emergencies and human-requested calls are always routed to a person — with no clinical decisions made by AI

Where to find it

Available now in your ConnectAI account. Contact your account manager to enable the inbound flow on your site's main number.