Solution

Trained on five key intents for patient authentication and intelligent call routing for five departments
Configured with SendBird Chat Widget and Dialogflow telephony gateway for accessibility via chat and call
Untrained queries routed to Dialogflow telephony gateway with transcripts stored in Firestore database
Configured Agent Assist for real-time transcription between live agents and patients post-handover from Dialogflow CX agent
Integrated Dialogflow CX agent with client’s database via REST APIs to fetch patient medical history
Enabled Gen AI capabilities in Dialogflow CX to respond to FAQ-based queries from the client’s Knowledge Base

Results

Leveraged Google Cloud’s generative AI capabilities to enhance the customer’s chatbots, enabling accurate and efficient responses to patient queries.