AI receptionists should stay in the administrative lane
Administrative intake
Capture name, contact, reason for call, preferred times, urgency category, and routing notes. Send reminders and summaries under defined rules.
What the agent should not do
It should not diagnose, provide clinical advice, guarantee availability, interpret symptoms, or make sensitive commitments.
When staff should step in
Urgent, unclear, sensitive, or out-of-scope messages should route to staff immediately with transcript and summary.
What to measure
Review transcripts, escalation accuracy, abandoned calls recovered, staff time saved, and patient feedback.