When your AI agent gives a wrong answer

To find the call, you need the patient’s phone number or name, or about when they called.

Don’t rely only on what the patient remembers. The written record of the call shows exactly what the agent said.

1. Find the call. In the menu on the left, click Call Logs & Analytics, then the Call Logs tab. See Finding a call. Write down the call’s date and time, from the Date & Time column.
2. Click the call’s row to open it. On the right, read the Conversation Transcript, the written record of the call. Customer is the patient and Agent is your AI agent. Find exactly what the patient asked and what the agent answered. See Listening to a call and reading its summary.
3. In the call’s window, click the Call Analysis tab to see if problems were found in the call. If there are, read the Observed Issue and the Recommended Fix. See Calls that need your attention.
4. Next to Call ID, click the copy icon. Keep this code: your manager or AlloMia support can use it to find the call.
5. Work out the likely cause and do what it says in the next section.
6. If the patient got wrong information, call them back. See Following up with a patient after a call.
7. Once the fix is made, try your AI agent with the same question the patient asked. Use Speak with Agent rather than Chat: it’s closest to what patients hear. See Trying your AI agent yourself.

Compare what the agent said with what is true for your clinic. Then find the case that fits best.

The information is missing or out of date in a clinic document

For example, the agent didn’t know where patients can park, or it gave directions to your old entrance. Replace the document with the new version. See Replacing a document with a newer version. If no document covers it, add one. See Adding a clinic document. Then ask your manager to link the document to your AI agent.

Two documents say different things

For example, an old and a new version of the same document are both linked to your AI agent. Ask your manager to take the old one off your AI agent. Then delete it. See Finding, renaming and deleting documents.

The agent did something it shouldn’t, or didn’t do what it should

For example, it promised an appointment it couldn’t book, or it didn’t pass the call to a person when the patient asked. This comes from the agent’s instructions. Send your manager the call’s date and time, its Call ID and the Recommended Fix if there is one. Your manager can then change the agent’s instructions.

The hours or a closure were wrong

See Updating clinic hours, closures and holidays.

The agent misheard the patient

In the written record, the patient’s words look wrong, for example a different name or date. The agent answered what it heard. If this happens often, tell your manager.

Nothing explains it

Write to support@allomia.com. Give the call’s date and time and its Call ID. Don’t put the patient’s name, phone number or health information in the email.

• “No conversation transcript available”: there’s no written record for this call. If you see Play Recording, listen to the call instead.
• Analysis not available on the Call Analysis tab: the check isn’t done yet, or it’s off for your AI agent. You can still read the written record.
• The agent still gives the old answer after the fix: check with your manager that the new document is linked to your AI agent and that the old one is off. If a yellow warning appeared when you added the new document, it isn’t ready: see Adding a clinic document.