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Embedded IVR for Automated Doctor’s Appointment Booking

Client Name: Techmen Compusoft Pvt. Ltd.

Key issue:

We need an interactive voice recording system to book the patient’s appointment with the doctor. Target user for the system is patient or caller. We need to allocate a unique number to every doctor which can be used by the patient to book the appointment through IVR.

Comprehensive solution:

To meet this requirement of automated doctor’s booking process, we have designed and customized our Embedded IVR. The complete process will work as below.

Process flow:

  • 1. The patient dials the unique number allocated to doctor.
  • 2. The system will play a welcome message along with Doctor’s/clinic’s name
  • 3. Then system plays a message offering choice for 3 days (today-tomorrow-day after tomorrow) to book an appointment with the doctor. Caller can enter choice by a digital input. For eg. 1 For Today, 2 for Tomorrow and 3 for Day after Tomorrow.
  • 4. After patient has entered the choice for day, the system will ask the patient for time slot. The system will provide 3 choices to the patient i.e. 1 for Morning,2 for evening, 3 for afternoon to choose from.
  • 5. Based on these 3 inputs provided by patient, the IVR need to pass on the incoming phone number, date and the flag value for morning, evening or afternoon slot to our system through API.
  • 6. Our system will check the availability based on the choices received and provide the date and available time back to IVR through API which will be the day and time allotted to the patient for appointment.
    • 6.1 If the appointment is available then the IVR system plays back the message to patient along with date, time and venue and ask for the confirmation for appointment. The confirmation can again be done by providing some flag value like 1 for confirmation, 2 to change choice. Option 2 should take the user back to step#3
    • 6.2 If the appointment is NOT available based on the preference provided by patient, the system will pass on the next earliest available date and time to the IVR system which IVR will play back to patient. The confirmation can again be done by providing some flag value like 1 for confirmation, 2 to change choice. Option 2 should take the user back to step#3
  • 7. Once the patient has confirmed the appointment. The IVR will play thanking message and drop the call.

Notes:

  • 1. All the dialogues played by IVR system will be in Hindi.
  • 2. We will provide the actual scripted dialogues at the time of recording.

Results:

It has simplified the doctor’s appointment booking process for patients.

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