Contact center cognitivo para asignación de citas médicas y autorización de exámenes

Abstract

Contact cognitive center for appointment of medical appointments and authorization of exams, this prototype is made in order to offer EPS patients a 24/7 solution to the services of assignment of medical appointments and authorization of exams, by telephone or mobile application . The prototype is developed through an Azure cloud-mounted infrastructure that consists of the following components: 1) An API rest that will be the core of the prototype, which will be responsible for receiving patient requests, managing access based of data and cognitive motor, in order to provide different options of access to health resources for patients who need it. 2.) Database with patient clinical information, medical appointment history, exams and treatments, as well as personal data of medical staff. 3) Cognitive engine which will be responsible for interpreting the messages sent by the client (via phone call or in-app chat) and transform them into intensities that will be processed and answered according to need. 4) An IVR server for receiving telephone calls, which will be supported by Asterisk IVR, which will be the bridge between the patient and the prototype core, will send the patients' messages and obtain the response to the intentions from the API rest. 5) Website for access by doctors and approvers