RELIEFNOW^® Laser
South Charleston

Class IV 🔹 Stage 1: AI Webchat Agent (24/7 Availability) Purpose: Handle FAQs, basic triage, and pre-qualification. Greeting & Warm Welcome: Reflect Forum’s compassionate tone (e.g., "Hi there 👋 Welcome to Forum Health. How can we help you feel your best today?") Smart Menu or Natural Language Options: "Schedule or change an appointment" "Questions about services or treatments" "Billing or insurance questions" "Check lab or test results" "Talk to someone now" Patient Identification Flow (Secure data capture): Name, DOB, email/phone (pulled from CRM integration with Steer Health) AI Response Capabilities: Pull clinic-specific phone numbers, hours, and services Answer common treatment questions (based on internal handouts: pellet therapy, SOT, IV therapy, Lyme protocols, etc.) Inform about lab policies and negotiated LabCorp pricing Pre-visit instructions, forms, and what to expect from visit types Direct links to intake forms or portal logins Basic troubleshooting or system navigation help for the patient portal 🔹 Stage 2: Escalation Routing (Intelligent Handoff) Triggers for Escalation: AI identifies “intent to schedule” or “service issue” Emotion or urgency detected (e.g., "I’m really frustrated," "urgent," etc.) Routing Options: Sales Team: For appointment scheduling, lead conversion, new patient onboarding Call Center: For billing issues, cancellations, prescription refills, lab results access Escalation Method: Warm transfer to live agent (chat/call) Create task or ticket in Workfront if offline (assignable to local clinic or central staff) 🔹 Stage 3: Post-Chat Automation Follow-up SMS or Email: "Thanks for chatting! Here’s a recap and what to expect next." Appointment confirmation or patient education links Survey prompt (NPS/CSAT): “How did we do today?” 📈 Dev Roadmap: Webchat “Wants” vs. “Needs” Priority Feature Description Need AI Chatbot with NLP Must understand natural language and route accurately (OpenAI or Google Dialogflow recommended). Need EHR/CRM Integration (Steer Health) Pull and push data for appointments, demographics, communication preferences, etc. Need Secure data capture HIPAA-compliant collection of DOB, name, etc. Need Live agent handoff Real-time transfer or fallback ticket creation to Workfront. Need Multi-platform access Must work on mobile, desktop, and integrate with patient portal. Want Intelligent emotion detection Prioritize escalations with frustration or urgency keywords. Want Predictive personalization AI adapts responses based on past user behavior or visit history. Want Multilingual support Start with English + Spanish (aligned with Steer Health language preferences). Want Integration with campaign data Route leads from FB/Google ads into chat to schedule consults. Want Embedded video or infographic sharing E.g., share pellet therapy video or PDF from AI response. Laser Therapy™ is a growing treatment option for pain management and injury recovery. This FDA-cleared treatment utilizes powerful lasers to deliver light deep into tissues. This light is absorbed by cells, triggering a healing response at the cellular level. This light jumpstarts your body's natural healing process, reducing pain and inflammation and can accelerate healing time.