AI at Work · Illustrative workflow
Admissions: pre-screen and handoff
From first question to accepted transfer
The pre-screen gathers only what is needed to reach the right representative. Its boundary is set during setup: administrative routing information, approved in advance, with all judgment left to staff.
What the brief contains
The representative sees the stated purpose of the call, the service and location requested, the queue chosen, and any answers AI marked as unclear. The brief is a starting point the representative confirms with the caller, not a settled record.
Transfer accepted, not just offered
The phone system records when the call was offered to a representative and when one accepted it. A ring or dial attempt is not yet a handoff; the handoff happens when a person is on the line with the brief.
The representative leads from here
Once connected, the representative confirms details, answers questions, and decides the next step under the team's own procedures. Any question about care, eligibility or admission belongs to the staff responsible for it, outside the AI's routing role.
Write the approved question set and its limits, decide which answers route to which queue, and name who updates the questions when services change.