Rainbow CPaaS Appointment taking & reminder demonstration

Transcription

1 Rainbow CPaaS Appointment taking & reminder demonstration Table of Contents Introduction... 2 Technically:... 2 Pre-requisites for the demo... 4 How to obtain access to the Demo?... 4 How to setup the Demo?... 6 Demo Take an appointment from the web page Other capacities IM from the Web page Other capacities chatbot interaction Create an appointment List the appointments Postpone an appointment Remove an appointment Direct interaction managed by the doctor s staff Chat bot disengaging Appointment Reminding Moving forward : integration in a dedicated Patient CPaaS app Voice interaction & WebRTC GW Annex chat bot messages Contacts... 28

2 Introduction Pitch of the demonstration: How to streamline the taking and the appointment reminder through our Rainbow CPaaS relationship platform. This kind of appointment application flowers everywhere and this is logical because not only it facilitates the life of all stakeholders (patient and caregivers), but it also greatly reduces the no-show by automating appointment reminders. No-show means one less patient will see the doctor and it means someone waiting for an appointment was shifted to another day, consequently it's not good for the patient, and this results in inefficiencies in the use of hospital resources. In general the graphical user interface of this kind of application shows a calendar in which the patient chooses appointment schedule. This is well suited for a PC, fair for a tablet but not at all adapted for a smartphone. For a better user experience with a smartphone, the chatbot use is the solution. In this case, the patient interacts with the chatbot through natural language. The chatbot can easily provide the following services: Take the appointment Postpone or cancel the appointment Provide automatic reminder Inform of potential delay and ask for appointment re-confirmation Provide medical instruction reminder for a better preparation of interventions Thanks to Rainbow APIs, the patient can be connected with the chatbot and receive web notification into the appointment application, without using an SMS gateway for example. The client can use the Rainbow UCaaS to interwork with the appointment solution Technically: That is a POC. In addition to Rainbow CPaaS, we use an SMS cloud service from Plivo and TTS from IBM Watson. The target of this demonstration is to show the interaction between the patient and a medical office staff. The integration into the hospital patient portal and the way the patient is first accessing the service is not demonstrated here: The service will first invite the Patient to accept the appointment bot contact. The user then will type Hello and click on the proposed link to access to the web page Or engage directly with the bot

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4 Pre-requisites for the demo Your mobile phone. This mobile will be associated to the patient Preferably 2 Pcs with windows connected to internet with Chrome or Firefox browser the demo can also be done on a single PC with 2 different browsers. The app is not responsive and does not work on smartphone or tablet. For optimal use, you should make sure of the following: Minimal resolution of 1024x768 How to obtain access to the Demo? The process for access is as follows: 1. When on the edemo Rainbow CPaaS Appointment reminder demo dedicated booking web page ( - fill in the required fields (marked with a *) - the calendar can help selecting the requested demo timeslot - a 2 working days delay shall be considered for validation - and ALE contact information may be the same if the demo is requested by an ALE employee, or different if the demo is requested by a non ALE employee. - The Zone in which the demo will be run (EMEA, APAC, NAR, CALA) is needed to allocate the relevant support for the demonstration - Click on the Submit button Once your request is approved, you will receive an including links to the demo and accounts and passwords to access the demo: content

5 Hi xxxxx, Your demo request for IN TEST - Rainbow appointment reminder from xxxx to xxxx has been approved! Appointment reminder web access: url: George's hospital ( Patient 1 o Login: patient.eric@al-mydemo.com o Password: xxxxx Patient 2 o Login: patient.jim@al-mydemo.com o Password: xxxxx Patient 2 o Login: doctor.george@al-mydemo.com o Password: xxxx When you book a customer facing demo and if it is the first time you will do the demo, it is strongly recommended you book an additional and prior demo training timeslot in order to validate that you are able to connect to the demo platform, do the demo and deliver the associated key message.

6 How to setup the Demo? 1) Setup Rainbow patient Launch chrome : from the launch Rainbwo Webclient. Login patient.jim@al-mydemo.com Pwd : the one received by Setup the patient profile with your smartphone phone number +33 xxxxxxxx Check the appointment bot is part of your contacts Cleanup the messages

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8 2) Log in the patient on the web portal On the web portal : Use the credentials received by On the Rainbow UCaaS interface: smartphone + PC (for easy demonstration of the messages that will be exchanged) Identity of the medical office / services

9 3) Log in the Doctor On another PC or on another web browser Use the credentials received by

10 Global capabilities The doctor can modify his slots of availability by clicking on the web interface

11 Demo Take an appointment from the web page From the webpage select an appointment into the available slots From the webpage select an appointment into the available slots Confirmation via IM sent to Rainbow Remark : when logged in, the patient has bubbles associated to his interactions with the different doctor s office

12 Other capacities IM from the Web page Contact IM for the web portal

13 Other capacities chatbot interaction In mobility, it is much easier to use the Rainbow UCaaS client. For the demo : First clean up the existing appointments from the webportal and cleanup the messages with Appointment ALE bot. Then first type hello to reinit the chatbot interaction Do the demo by suing the web client. of course this is also available form the mobile client ios or Android Create an appointment Or also by directly passing Doctor s name

14 List the appointments For the demo : First clean up the messages with Appointment ALE bot Then first type hello to reinit the chatbot interaction What are my coming appointments or list my appointments

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16 Postpone an appointment For the demo : First clean up the messages with Appointment ALE bot Then first type hello to reinit the chatbot interaction

17 Remove an appointment For the demo : First clean up the messages with Appointment ALE bot Then first type hello to reinit the chatbot interaction

18 Direct interaction managed by the doctor s staff Sometime self-service will not be sufficient and a direct interaction may be required

19 On patient side, On Rainbow doctor s side

20 Chat bot disengaging Also the doctor side may decide to enter directly in the chat and stop the bot If the bot does not understand the request, Medical service can switch off the bot and initiate a direct IM conversation with the patient. Propose a call if required «ok call me» Restart the bot via «ok rainbow»

21 Appointment Reminding Select the appointment and send press the reminder button Color code : Yellow reminding in progress / Green when acknowledged Notification is sent to the the smartphone ( workphone managed in Patient.jim Rainbow s profile) Voice call with TTS for the appointment reminder SMS Appointment reminder via Rainbow IM, , SMS and/or voice message Confirmation either by DTMF code during the voice call or from the webpage ( shortcut provided by SMS or Rainbow IM ) Alternative date is proposed and its selection is automatically modifying the agenda

22 Confirmed appointments are visible in green in the medical service agenda

23 Moving forward: integration in a dedicated Patient CPaaS app To make the patient interaction easier in mobility, we can also integrate the interaction with the appointment reminder solution within an app. From an Android smartphone browse the following URL with Chrome : Click on the top left corner and select the demoid : healthcarejim Use only the agenda option the other ones are not configured for this demo.

24 By clicking on the call button, a call is launched from the app ( WebRTC ) to a VAA simulating the legcay. The IVR menu are not operationals

25 Press Call Me button

26 Voice interaction & WebRTC GW To finish the demo speak about the WEBRTC mediapillar. Thanks to Rainbow hybrid model, we are able to connect the patient (using a web portal or a mobile application) to hospital employees using the ALE legacy system. When the patient chooses the click to call button to reach the doctor s office, the software client will send a VoIP call to the administration staff. One person can answer with either Rainbow client software (CPaaS or UCaaS) or wired/wireless device managed by the ALE Communication Server thanks to the Web RTC gateway. At the staff level, this is a sequential call and the call can be transferred to another person if needed.

27 Annex chat bot messages Add an appointment samples Rk : the system supports small dispelling. Reminder can be used instead of appoinment Need a reminder I need to add a reminder I need a reminder at 10AM Make a new appointment Create an appointment You can pass a date-time, the name of the doctor Get the appointment - samples get my coming appointment wiht Dr George my appointment today get appointments show me my appointments Can you show me my appointments When is my appointment when is my appointment with Dr George Reschedule an appointment - samples reschedule my appointment postpone my appointment move my 5 pm appointment to 7 pm reschedule my 2PM tomorrow appointment with Dr George reschedule my 7 am reminder to 2pm Remove an appointment samples remove my appointment delete my appointment with Dr George tomorrow at 2PM postpone my appointment remove all appointments for this week End the demonstration.

28 Contacts edemo support team: EMEA: APAC: Americas: