Context is the background information that guides how your voice agent responds to callers. Well-crafted context ensures your voice agent has the knowledge it needs to accurately represent your healthcare organization and provide helpful responses to callers. This guide will walk you through the process of setting up effective context for your voice agents.

Context provides your voice agent with essential information about:

• Your Organization: Who you are and what services you provide
• Communication Guidelines: How to interact with callers appropriately
• Domain Knowledge: Specific healthcare information relevant to your practice
• Operational Details: Hours, procedures, and policies callers might ask about

Without proper context, your voice agent may provide generic or inaccurate information that doesn't align with your organization's practices.

To write effective context for your voice agent, follow these guidelines:

• Be Clear and Specific: Provide concrete details rather than vague guidelines. For example, use specific descriptions of your practice.
• Use a Structured Format: Organize your context into clear sections such as 'About Our Practice,' 'Services Offered,' etc.
• Include Essential Information: Cover your organization's name, locations, hours, insurance information, and services.
• Avoid Unnecessary Details: Focus on information callers are likely to ask about.

AlloMia's voice agents can personalize interactions using patient data when integrated with your systems:

1. Enable Patient Recognition

   In the 'Advanced Settings' tab, enable the 'Caller Recognition' feature to allow your voice agent to identify callers based on their phone number.

2. Configure Data Connections

   Set up integrations with your Electronic Health Record (EHR) or Customer Relationship Management (CRM) system to allow secure access to relevant patient data.

3. Define Personalization Rules

   In the 'Personalization' section, specify how your voice agent should use patient information:

   • Greeting returning patients by name
   • Referencing recent appointments or treatments
   • Acknowledging recurring concerns
   • Adapting to communication preferences
4. Set Privacy Guidelines

   Configure privacy rules that determine what information can be discussed without verification and what requires additional patient authentication.

Note: Always ensure your use of patient data complies with HIPAA and other relevant regulations.

Custom instructions help fine-tune how your voice agent behaves in specific situations:

1. Access the Instructions Panel

   Navigate to the 'Custom Instructions' tab in your voice agent settings.

2. Add Scenario-Based Guidelines

   Create instructions for specific scenarios such as:

   • Appointment Scheduling: Guidance on collecting necessary information, checking availability, and confirming appointments.
   • Medical Emergencies: Clear protocols for identifying urgent situations and directing callers to appropriate care.
   • Billing Inquiries: How to handle sensitive financial questions and direct callers to billing resources.
3. Set Response Limitations

   Specify topics your voice agent should avoid discussing or defer to human staff, such as:

   • Providing specific medical advice or diagnoses
   • Discussing personal health information without verification
   • Managing complex billing disputes
4. Define Escalation Pathways

   Create clear instructions for when and how to transfer calls to human staff members.

Below is an example of an effective context format with a specific appointment booking workflow:

After setting up your initial context, it's crucial to test and refine it:

1. Conduct Test Calls

   Use the test call feature to interact with your voice agent, asking questions a typical caller might ask.

2. Review Call Transcripts

   Analyze transcripts to identify where your voice agent:

   • Provided incorrect or incomplete information
   • Couldn't answer questions it should know about
   • Misunderstood or misinterpreted caller questions
3. Gather Feedback

   Have team members test the voice agent with different scenarios and questions to identify gaps in the context.

4. Iteratively Update

   Refine your context based on testing results, addressing identified issues and adding missing information.

5. Monitor Live Calls

   Once your voice agent is deployed, regularly review transcripts from real calls to identify areas for improvement.

Remember that context development is an ongoing process. Continue to refine your voice agent's context as you gather more data about caller needs and questions.