SpinSci's Patient Steering Voice AI co-worker answers every inbound patient call instantly — no hold, no menu trees — understands intent in natural conversation, and routes to the right team, every time, connected seamlessly to your EHR and contact center stack.
When a patient calls, the first thing they hit is an outdated IVR that can't understand them, a hold queue that tests their patience, or a misrouted transfer that forces them to start over. For urgent calls, that friction isn't just frustrating — it's dangerous.
When 60% of calls are misrouted on the first transfer, every misdirected call requires a second connection, a repeated intake, and a frustrated patient. The cost compounds across specialties, departments, and shifts — burning staff time on avoidable rework.
Traditional IVR systems can't detect clinical urgency. One in four urgent calls — chest pain, stroke symptoms, breathing issues — is not flagged by the current system. By the time a patient reaches the right person, critical seconds have passed.
Less than one in five after-hours calls reaches a live person. Patients with real needs hit voicemail or disconnect. A voice AI co-worker available around the clock answers every call, assesses urgency, and routes appropriately — regardless of the hour.
SpinSci's Patient Steering Voice AI co-worker isn't a phone tree with a voice. It's trained on millions of real-world patient access interactions — purpose-built to understand healthcare intent, detect urgency, and route every caller to exactly the right place with warmth, clarity, and clinical-grade safety built in.
Sub-1200ms end-to-end latency. Patients don't notice they're talking to AI.
Warm, conversational, never robotic. Handles interruptions, corrections, and accents.
Handles what's not in the script. No rigid menus, no dead-ends.
Pauses, escalates, never guesses. Medical urgency triggers immediate human routing.
No hold queue. No IVR menu. Every inbound call is answered in under two seconds by a warm, conversational AI that greets the patient by name, captures their intent in natural language, and moves them forward — without making them press anything.
Intent is classified across seven routing categories — scheduling, nurse triage, referrals, pharmacy, billing, directory, and general FAQ. The AI routes with the right metadata, the right spoken message, and full context — so the receiving team never starts from scratch.
Symptom escalation logic monitors every call for clinical urgency keywords — chest pain, stroke symptoms, breathing issues, and more. When urgency is detected, the agent asks a targeted clarifying question and routes immediately to nurse triage, bypassing all standard routing logic.
Ambiguous calls get up to three retry attempts with natural re-prompting before a graceful fallback transfer. Callers who can't be understood or who have complex needs are transferred to the general switchboard with full context — never dropped, never stranded.
Every inbound call moves through three stages — a warm greeting, precise intent classification, and a clean transfer. The AI handles all three end-to-end, with guardrails at every step to ensure no call is dropped, misrouted, or left without a resolution.
The agent answers instantly with a warm, department-specific greeting, captures the caller's name for personalization, and opens with: "How can I help you today?" — no menu, no press-1 prompts.
Natural language understanding classifies caller intent in a single turn. Urgency keywords are monitored in parallel. If the intent is ambiguous, the agent re-prompts naturally up to three times before a fallback transfer.
The agent speaks a destination-specific message, routes silently with full metadata, and delivers the caller and context to the receiving team. No redundant speech. No repeated intake. No dropped calls.
Every patient deserves to be heard the moment they call. The AI co-worker answers instantly, understands what they need, and gets them to the right place — every time.
The foundation powering your entire digital workforce of Voice AI co-workers.
Patient Steering is just one co-worker. Every SpinSci Voice AI co-worker runs on the Healthcare AI Fabric — the purpose-built orchestration platform that makes a fleet of clinical-grade co-workers possible. It reasons, integrates, and complies by default. The Fabric is what separates a voice bot from a co-worker.
SpinSci's Voice AI co-workers are built for healthcare from the ground up — HIPAA-compliant, SOC 2 Type II certified, and designed so that PHI never leaves your perimeter. Security isn't a layer added on top. It's baked in.
The agent only speaks what tool results return. No inference on routing, no guessing on departments, no filling in missing information. Tool output is the sole source of truth.
The agent never collects SSNs, credit card numbers, or bank information. All PHI stays within the customer's VPC perimeter — no data transits SpinSci-owned storage.
Routing metadata passes via the tool's content field — no PHI spoken aloud to the wrong queue, no redundant verbal hand-offs, no context lost on transfer.
Urgency keywords trigger immediate transfer to nurse triage or emergency routing — no scheduling logic runs after the keyword fires. Speed and safety are non-negotiable.
The agent routes clinical questions to a clinician. It detects urgency and transfers — it does not triage, recommend treatments, or interpret symptoms under any circumstance.
Call detail records, routing analytics, intent distributions, and API health — accessible by authenticated role, department, and facility. Full audit log retained for the complete retention window.