Voice Agent Configuration

Agent Name A friendly name to identify this agent

Department

Agent Purpose Describe the primary responsibilities and scope of this voice agent

Operating Hours

Set when this agent should be active

Languages Supported

Voice Persona

Voice Tone

Voice Gender

Speech Speed

Preview Voice Persona

Male • Professional & Warm • Normal Speed

Upload SOPs / FAQs

Drop files here or click to upload

Supports PDF, DOC, DOCX up to 10MB each

Apollo_Hospital_SOP_v2.pdf

2.4 MB

Appointment_FAQs.docx

856 KB

Structured FAQ Editor

Allowed Response Scope

Strict

Only respond from uploaded knowledge base

Moderate

Knowledge base + general healthcare info

Flexible

Can handle broader conversations

Live Data Sources

Appointments System

Access real-time appointment availability

Lab Reports Portal

Fetch patient lab results when requested

Doctor Schedules

Check doctor availability in real-time

Block responses if data not found

Agent will escalate instead of guessing when information is unavailable

Interruption Policy

Allow Interruptions

User can speak anytime

Pause & Listen

Pauses when user speaks

Complete First

Finishes before listening

Silence Timeout 5 seconds

How long to wait for user response before prompting

Confidence Threshold 75%

Minimum confidence level before escalating

Confirmation Prompts

Confirm Critical Actions

Ask for confirmation before booking, canceling, or modifying appointments

Repeat Back Information

Confirm patient details like phone numbers and dates

End Call Confirmation

Ask if user needs anything else before ending

Escalation Rules

Low Confidence Detection

Emergency Keywords Detected

Complex Medical Query

When to Escalate

User explicitly requests human

"I want to speak to a real person"

Repeated failed understanding

After 3 consecutive misunderstandings

Detected frustration or anger

Sentiment analysis triggers escalation

Billing or payment issues

Route financial queries to billing team

Medical emergency indicators

Keywords like "chest pain", "bleeding", "unconscious"

Escalation Destinations

Primary Handoff

Fallback Destination

Emergency Escalation

Max Retries Before Handoff 3 attempts

Number of clarification attempts before escalating

Handoff Message

Simulated Call Interface

9:41

Apollo Voice Agent

Tap to start test call

00:00

Live Transcript 92% Confidence

Hello! Welcome to Apollo Hospital. How may I assist you today?

Confidence: 98%

I'd like to book an appointment with a cardiologist

Confidence: 94%

Of course! I can help you book an appointment with our cardiology department. Dr. Sharma and Dr. Patel are available this week. Would you prefer a morning or afternoon slot?

Confidence: 96%

Morning would be better. Also, I'm having some chest pain...

Confidence: 89%

Escalation Triggered: Emergency keyword "chest pain" detected. Preparing to transfer to Emergency Department...