Healthcare

With eva you can use ready-to-use agent templates and adjust the agent's messages to your needs. This template is is directed to the healthcare sector. Available in English, Spanish and Portuguese

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This virtual agent is focused in Healthcare, featuring the following 18 flows:

  • Ask me

  • Cancel appointment

  • Close chat

  • Contact center

  • Customer satisfaction survey

  • End

  • Exams schedulling

  • Location

  • Login

  • Not expected

  • Register

  • Scheduling appointments

  • Start if

  • Suggestion and claims

  • Swearwords

  • Talk to an agent

  • Welcome

  • Wellness test

Healthcare Agent Template is available in two channels: Web and App Mobile.

This feature includes Intents, Entities and all the other eva cells, such as Answer, Service, Jump, Input, Code and Rule.

☝️ Just a reminder: the purpose is to help you build your own virtual agent and your own flows by offering a ready-made basis with the best UX writing practices, as well as the best practices for using eva.

Important:

  • Agent Templates can be used as a solid foundation, but customization is essential for aligning with your business needs. Note that personalization involving your web service, page links, etc., is necessary. Reach our documentation HERE to learn more about how to use eva.

  • This feature is available for eva versions starting from 3.4

Using Agent Template flows

Keep in mind that this is a template, so make sure to tailor the information to suit your specific business requirements.

Learn more about each flow below:

Ask me

Simple flow to assist users that have some frequently asked questions.

Cancel Appointments

Flow designed for cancelling in-person or teleconsultation medical appointments for private pay or medical insurance patients.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell

Close chat

Jump flow to say goodbye to the user.

Contact Center

A very simple flow to serve users that look for the SAC.

Customer satisfaction survey

It corresponds to the NPS, that is, an evaluation of the virtual agent's satisfaction index, which appears whenever the user decides to close the chat.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

End

A very simple flow asking if users want to end the chat

Exam scheduling

Flow intended for scheduling exams in person or by teleconsultation, patients with private payment or by medical insurance.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

Location

Geolocation flow to direct the user to the nearest branch or ATM.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

Login

Flow to authenticate a user's entry into the system.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

Not expected

Basic and mandatory eva flow, with only one response cell, to handle issues unknown to the virtual agent.

Register

As the name suggests, it is a flow intended for registrations. It takes data such as name, phone number, date of birth, and email address. At the end, through a service cell with webhook, it takes the customer's information to the base.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

  • In the pattern entities, you will need to create your own Regex. In the virtual agent template, the default is a sequence of 9 numbers, 0 through 9.

Scheduling appointments

Flow designed for scheduling in-person or teleconsultation medical appointments, private pay or medical insurance patients.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

Swearwords

Educational flow to calm users who cuss the virtual agent during a conversation in a flow that asks for some personal data.

Suggestion and claims

Flow for those who wish to make a complaint or a suggestion.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Important:

  • The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.

  • The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

Talk to an agent

Flow used for when the user directly ask the intention to talk to an agent.

Talk to an agent jump

Flow used for when, in a flow, the user ask the intention to talk to an agent.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Welcome

Basic welcome flow. In eva, there is only one cell. Because of the new LGPD, in force all over the world, the virtual assistant starts by presenting the Terms of Use, asking for users' consent to continue the conversation.

Wellness Test

A quiz based on the PROMI protocol for users to understand a person's health status. In the very first cell, the quiz warns that it is not a substitute for a doctor's visit, and in order to have a concrete diagnosis, it is necessary to see a doctor.

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