> For the complete documentation index, see [llms.txt](https://docs.amigo.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.amigo.ai/use-cases/use-cases/contact-center.md).

# Healthcare Contact Center

Amigo is an AI-first patient communication platform. A patient can call an agent that answers within available capacity, loads authorized context, attempts configured tasks, and escalates or transfers when the authored workflow requires human involvement. The same [reasoning engine](/agent/reasoning-engine.md) supports SMS and text conversations, while Surfaces provide a separate browser-based data-collection path. Supported interactions retain available operational evidence; eligible calls can receive quality analysis, and only policy-eligible event payloads are considered for configured external delivery.

In an AI-first deployment, the agent can be the primary handler for configured voice and text workflows while human operators cover authored escalation and exception paths. The resulting effect on IVR, queueing, workforce management, and quality tooling depends on call mix, automation coverage, regulatory obligations, and the human fallback the organization chooses to maintain.

This guide covers how Amigo handles the use cases that contact center platforms traditionally address, where the approach is fundamentally different, and where existing tools still have a role.

```mermaid
flowchart LR
    patient["Patient"] -->|Calls or texts| agent["AI Agent\n(primary handler)"]
    agent -->|Escalation| operator["Human Operator\n(selective intervention)"]
    agent -->|Data| wm["World Model\n+ EHR Sync"]
    agent -->|Forms| surface["Surfaces\n(data collection)"]
    agent -->|Follow-up| outbound["Outbound\n(calls, texts)"]
```

## How Amigo Handles Calls

### Conversational Routing

For an agent-handled number, the caller can state their need in natural language rather than traversing a DTMF menu. Organizations can retain deterministic or upstream routing where their workflow requires it.

The agent navigates [context graphs](/agent/context-graphs.md) - state machines that structure conversation flow dynamically based on what the caller says, what the system already knows about them (from the [world model](/data/world-model.md)), and what actions are available.

A patient calling about a follow-up appointment can state that need conversationally. When an authorized scheduling tool and patient context are available, the agent can move into the authored scheduling flow. A billing request can enter a different state or an escalation path when it is outside scope. The model-driven routing remains probabilistic and should be tested against representative phrasing.

Phone numbers are provisioned and assigned to specific services through the platform. Different departments or use cases can have dedicated numbers with their own agent versions, Context Graphs, and escalation rules. See [Phone Number Management](/channels/voice.md).

### Unified Runs and Operator Takeover

The [Runs Live view](/operations-and-safety/operators.md#runs-live-and-takeover) is the human intervention surface, designed for selective involvement rather than having an operator handle every call.

**Urgency-ranked live queue** - Live voice calls are ranked using escalation risk and immediacy when those signals are available, with wait time as a fallback. The table also includes live text and framework work without treating those runs as urgent calls. Rows show the run type, entity, service, caller, status, turn count, direction, start time, and duration.

**Run-scoped context** - Opening a row shows the channel-specific run record. Choosing **Take over** from an eligible row or detail page opens controls for that exact run in place. For voice, the drawer identifies the caller and service and shows the live transcript.

**Work modes** - Voice operators join in [listen mode](/operations-and-safety/operators.md) with their microphone muted. Speaking to the caller requires an explicit confirmation that switches to takeover mode and suppresses the agent's audio. Text-channel takeover pauses the agent while the operator authors replies, then resumes it on handback.

**Operator guidance** - In voice listen mode, operators can send [text instructions to the agent](/operations-and-safety/operators.md#guidance-injection) without taking over. When delivery succeeds, the active runtime frames the instruction for the agent's next response while the agent remains responsible for the conversation.

### Recording and Transcription

When call recording is enabled, supported voice calls are stored as [dual-channel stereo](/channels/voice/recordings.md): one channel for the caller and one for the agent and operator audio. Recordings use configurable retention and secure, time-limited access URLs.

Recording and transcript availability are separate. Live and post-call transcription can be partial, provider-dependent, or unavailable even when a recording exists. When operator transcription succeeds, retained operator turns can be attributed separately from caller and agent speech.

{% hint style="warning" %}
**Screen recording is not part of the platform.** Amigo handles voice interactions, not desktop activity. Screen recording for quality assurance would come from your existing desktop monitoring tools.
{% endhint %}

### Outbound Dispatch and Callbacks

Configured applications can place direct outbound calls or create scheduled voice tasks from explicit clinical or operational criteria. Scheduled tasks support business-hours windows, timezones, attempt limits, and retry backoff. Cross-channel fallback, voicemail, and callback policy require an explicit Context Graph, trigger, or external workflow; the voice dispatcher does not select them automatically.

The agent also supports [deferred transfer](/operations-and-safety/operators.md) - if a call needs to be forwarded (to a clinic front desk, for example), the transfer waits until the agent's goodbye message finishes so the caller is not cut off mid-sentence.

### Surfaces - Agent-Generated Data Collection

[Surfaces](/channels/surfaces.md) can consolidate browser-based forms, document collection, signatures, and follow-up questionnaires behind one workspace-scoped mechanism.

**How it works:** When surface tools are exposed to the active service and state, the agent can create a dynamic form or use a workspace template, then deliver it by email or hand off a web link. Creation, signing, delivery, and completion each have their own failure and status boundaries.

**What surfaces can collect:** Fourteen current field types cover text, long text, dates, phone numbers, email, numbers, single and multi-select, checkboxes, photos, signatures, files, headings, and informational content. Supported templates can prefill known fields, and conditional display can adapt the form to earlier answers.

**During calls:** A supported active session can receive a best-effort event when a tracked surface is submitted and acknowledge it in conversation. The current surface tool family can create, deliver, inspect, template, reshape, and list surfaces when those tools are eligible. Status reads remain the authoritative fallback when completion must be confirmed.

**Delivery channels:** Surfaces support email and external web handoff. SMS, WhatsApp, and iMessage are not direct surface-delivery channels. The authored workflow selects an eligible path based on available contact data, consent, and the collection need.

**Patient access:** Surfaces open as a mobile-first web page through a signed, surface-scoped link without a patient account. Eligible fields auto-save, so a later visit can resume the last successfully saved values. Unsaved changes, failed requests, and expired links still need explicit handling. TTL is configurable from one hour to one year and defaults to seven days.

**Proactive creation:** The optional [automated gap detection](/channels/surfaces.md#automated-gap-detection) scanner can create a surface when projected entity state is missing configured fields. Creation does not prove delivery. The implemented automatic outreach action is a configured outbound voice task; email delivery and web handoff remain separate operations.

**Outreach optimization:** Surface history exposes pending and completed forms, while configured gap-scanner rules can apply cooldown and fatigue limits before creating more work. Teams can use that evidence to choose between verbal collection, email delivery, or a web handoff. SMS is not a direct surface-delivery channel.

**Data integrity:** The platform stores a surface submission and then attempts asynchronous publication of a provenance-bearing [world-model](/data/world-model.md) event. Submission success is not proof that publication or entity projection completed. A file remains traceable to its surface submission, and a configured downstream mutation can become a separate review proposal where the private-preview connector review flow is enabled.

### Call Intelligence and Quality Scoring

Eligible completed calls can produce a structured intelligence profile covering operational signals and outcome quality. These layers are best-effort and fail open so an unavailable analysis step does not fail the call.

**Two core layers support quality analysis:**

**Layer 1 - Operational call intelligence** (derived from call signals at call end): Fully analyzed records can cover emotion, latency, conversation dynamics, tool performance, and operator involvement. Compatibility risk and safety fields remain empty in the current runtime, and some external voice runtimes emit only a terminal envelope with no quality score.

**Layer 2 - Post-call quality scoring** (runs asynchronously when the required call evidence is available): The analysis scores task completion, information accuracy, conversation flow, error recovery, and caller experience, and can produce an outcome classification.

**Operational quality score** (0-100) summarizes call friction using a penalty model - starting at 100 and deducting for high latency, excessive silence, barge-ins, agent loops, escalations, and tool failures. Analytics group scored calls into excellent, good, fair, and poor bands.

**Key moments can be summarized.** When supported evidence is available, latency, silence, barge-in, loop, escalation, and tool-failure signals can help reviewers identify calls that need closer inspection. These summaries are not guaranteed timestamped markers in the recording.

**Transcript verification.** Post-call transcription can be compared with the live transcript to expose accuracy and correction evidence. Teams can use recurring errors to update configured vocabulary and keyterms deliberately.

**Quality trends over time.** Analytics show quality score distribution, escalation rates, and supported breakdowns across configurable date ranges. Period-over-period comparison can reveal a change, but it does not isolate the configuration as the cause. See [Analytics](/intelligence-and-analytics/intelligence.md).

If your compliance program requires structured human evaluation against custom scorecards, available recordings, transcripts, and intelligence summaries can be retrieved through their APIs for use in existing QM tools.

### Real-Time Speech Intelligence

Traditional speech analytics often runs after a call. On supported Amigo voice runtimes with emotion processing enabled, acoustic and transcript-derived signals can be produced during the call and can influence response or delivery guidance.

**Two complementary signal paths** can analyze supported calls. The [acoustic model](/channels/voice/emotion-detection.md) classifies two-second speech segments into a nine-class emotion distribution with valence and arousal, while transcript analysis produces sentiment and toxicity signals. The current runtime does not run a separate vocal-burst model.

**These models provide live interaction signals, not just reports.** Supported emotion outputs can influence vocal delivery and appear in call evidence. Safety and escalation decisions still come from the authored agent policy; there is no universal duration threshold or separate per-turn risk service that automatically summons an operator.

**Output signals** can include valence, arousal, a rolling trend, and a coherence estimate comparing acoustic and transcript-derived evidence when both are available. These model-derived values can be absent and should not be interpreted as verified mental state.

### Capacity and Operator Planning

AI agents do not require human shift scheduling, but deployments still need capacity planning for telephony, model providers, integrations, and human escalation coverage. Traditional workforce planning narrows rather than disappearing.

One planning question is how many operators the authored escalation paths require. The platform provides:

* **Escalation rate tracking** - What percentage of calls require human intervention, trended over time
* **Operator analytics** - Aggregate escalation count and rate, operator-handled count, escalated-call duration, quality comparison, and trend where evidence is available
* **Call volume analytics** - Durable call trends plus a separate live Runs view for active work
* [**Runs Live**](/operations-and-safety/operators.md#runs-live-and-takeover) - Urgency-ranked active work with in-place voice and text takeover

Organizations should size and schedule operator coverage from their own escalation policy, traffic, service levels, and fallback obligations. Amigo analytics can supply evidence to that process but do not replace a workforce-management decision.

### Multi-Channel Patient Engagement

Traditional contact centers often operate email and chat separately. Amigo can reuse compatible agent and Context Graph configuration across supported text channels, while [Surfaces](/channels/surfaces.md) provide a separate browser-form mechanism.

During a call or through a configured follow-up workflow, an eligible surface can deliver data collection or instructions by **email or web handoff**. Channel selection must account for available contact data, consent, and the workflow's collection requirements.

A voice call can start follow-up through configured channels: for example, the agent can deliver a surface for a missing insurance image or initiate an approved reminder workflow. Each channel still follows its own consent, binding, and delivery rules.

Text sessions also support asynchronous patient engagement, care plan reminders, and secure messaging for use cases that start outside of a phone call.

### Analytics and Reporting

The [analytics suite](/intelligence-and-analytics/intelligence.md) covers both real-time and historical reporting:

**Real-time:**

* [Runs Live](/operations-and-safety/operators.md#runs-live-and-takeover) for urgency-ranked active interactions and in-place takeover
* [SSE event stream](/intelligence-and-analytics/intelligence.md) for live dashboards (call lifecycle, surface submissions, pipeline sync, and operator status events with typed discriminated unions)
* Source and pipeline health views for current connector processing status

**Historical:**

* [Call intelligence analytics](/intelligence-and-analytics/intelligence.md) - quality, emotion, latency, tool-performance, and operator-performance trends
* [Percentile analytics](/intelligence-and-analytics/intelligence.md) - p50/p95/p99 duration, p50/p95 quality, and period-over-period comparison
* [Surface analytics](/intelligence-and-analytics/intelligence.md) - completion rates, channel effectiveness, field abandonment
* [Data quality and event views](/intelligence-and-analytics/intelligence.md) - current aggregate confidence and event counts where available, plus a separate current event breakdown by source and type; the current data-quality response is not a full historical confidence distribution

Historical endpoints expose their documented date, bucketing, and service filters where supported. Developers can review the exact parameters in the [Analytics reference](https://docs.amigo.ai/developer-guide/platform-api/safety/analytics) in the developer guide.

## AI Capabilities

### Automated Appointment Scheduling

The agent can identify a scheduling need, query configured availability, present options, and attempt an eligible booking through the available scheduling integration. The workflow reports the destination result separately rather than treating conversational intent as a confirmed EHR write. See [Patient Scheduling and Outreach](/use-cases/use-cases/scheduling-outreach.md) for the full workflow.

The authored workflow and available tools can incorporate multiple providers, insurance requirements, preparation instructions, and observed preferences from prior interactions. Each dependency needs its own current data and failure path.

### Smart Call Routing

Routing in Amigo is not a separate module - it is inherent in how the agent works. The agent determines what the caller needs through conversation (not menu selection) and navigates to the appropriate workflow via [context graphs](/agent/context-graphs.md).

For multi-department deployments, different phone numbers can map to services with their own agent versions, Context Graphs, and escalation rules. A scheduling line, a triage line, and a general-inquiries line can use purpose-built behavior while sharing compatible platform infrastructure.

### Agent Assist

Amigo's [operator system](/operations-and-safety/operators.md) provides agent assist in both directions:

**AI assists the human** - The selected run keeps the operator anchored to the caller, service, and available live transcript. During voice takeover, agent speech and turn processing are suspended; captured caller and operator turns can provide handback context when the agent resumes.

**Human assists the AI** - Operators in listen mode can inject [guidance](/operations-and-safety/operators.md) without adding operator audio to the call. Organizations remain responsible for any monitoring disclosure required by policy or law, and clients should verify the guidance-delivery status.

### General Inquiries

The agent can handle general inquiries through [Context Graphs](/agent/context-graphs.md) that route common question categories. State guidance and eligible authoritative tools can supply information for office hours, directions, preparation instructions, and policy questions.

Context graphs should define a bounded response and escalation path for questions outside the agent's configured scope. Operator availability and fallback behavior remain deployment responsibilities.

### Pre-Procedure Instructions

Two mechanisms handle pre-procedure patient preparation:

**During the call** - An authorized tool can retrieve current procedure-specific instructions for the agent to explain within its authored scope. The workflow should verify the source and provide an escalation path for questions the agent cannot answer safely.

**Written follow-up** - During the interaction or through an explicit follow-up workflow, a [surface](/channels/surfaces.md) can provide written instructions, checklists, and forms by email or web handoff. Delivery and completion must be confirmed through their own status paths.

The [automated gap detection](/channels/surfaces.md#automated-gap-detection) scanner can also create preparation surfaces from configured missing-data rules. Delivery still requires its supported workflow and should be confirmed separately.

## Beyond the Contact Center: What Amigo Makes Possible

The sections above map traditional contact center requirements to Amigo's architecture. This section covers capabilities that have no traditional equivalent - things that become possible when an agent with a unified data layer handles every interaction. Each capability has a dedicated page; the summaries here explain what it means for a contact center deployment.

### Patient Memory Across Interactions

Traditional contact centers are often stateless: each call starts with whatever notes the last agent entered. Amigo's [memory system](/agent/memory.md) can carry source-linked episodic observations and a consolidated user model into later sessions, while connector-derived clinical state remains separately attributed. Processing is asynchronous and generated memory can be incomplete, so authoritative tools and runtime safety controls remain necessary. [Care Coordination](/use-cases/use-cases/care-coordination.md) shows how this supports a multi-encounter relationship.

{% content-ref url="/pages/7NhajPdlVjsC4HxhbCYA" %}
[Memory](/agent/memory.md)
{% endcontent-ref %}

### Unified Data Foundation (World Model)

Traditional contact centers scatter call records, patient data, scheduling, and agent notes across systems that need middleware to reconcile. The [world model](/data/world-model.md) combines supported connector records, conversation observations, manual events, and surface submissions into source-attributed entity projections with [confidence-based resolution](/data/connectors-and-ehr.md) when modeled facts conflict. This supports contextual conversations without treating every generated observation as authoritative.

{% content-ref url="/pages/C9AEWitaAS9949s6XJTG" %}
[World Model](/data/world-model.md)
{% endcontent-ref %}

### Post-Call Clinical Verification

Supported observations extracted or written during a call can enter the world model with source provenance and bounded confidence; they do not write directly to the EHR merely because the agent mentioned them. Where the private-preview connector review flow is enabled, a configured downstream mutation can create an external write proposal. Proposal records, connector outcomes, and destination records provide evidence at separate boundaries; the current lineage view is not a universally complete delivery chain.

{% content-ref url="/pages/4cgSPLX4THEMq0PXWzSt" %}
[Review Queue](/data/review-queue.md)
{% endcontent-ref %}

### Outbound System

Amigo exposes several [outbound paths](/channels/outbound.md): durable SMS or iMessage starts, direct voice calls, scheduled voice tasks, managed voicemail, and a separate email API. Scheduled voice tasks are projected from world-model events and support business-hour, priority, attempt, and retry fields. The platform does not automatically turn spoken promises into tasks, choose a channel, or provide a universal campaign engine; those behaviors require explicit workflow configuration.

{% content-ref url="/pages/8yGbb8LE1sy3JeaS7UnI" %}
[Outbound](/channels/outbound.md)
{% endcontent-ref %}

### Proactive Safety Detection

Safety-sensitive behavior belongs in the agent's core reasoning policy. Teams can use [Context Graph states, transitions, and guidance](/agent/context-graphs.md) to describe symptom boundaries, clarifying questions, safe refusals, and escalation conditions. These authored instructions must be tested against representative cases; they are not an independent clinical triage service or a guarantee that every implicit concern will be detected.

### Domain Knowledge in Agent Reasoning

The agent is not limited to a fixed utterance script. Agent background, Context Graph guidance, and eligible retrieval tools can supply protocols and organizational procedures at the relevant workflow step. Prompted guidance does not prove factual correctness or enforce policy by itself, so consequential claims still require authoritative retrieval and server-side controls.

### Continuous Improvement

The platform supplies the evidence for a governed improvement process. Teams use quality scores, surface completion, escalation patterns, and delivery outcomes to identify a focused change, validate it in simulation, release an explicit version, and compare the same production measures afterward. See [Continuous Improvement](/agent/pattern-discovery-and-reuse.md).

### Healthcare Compliance by Design

Compliance controls span event provenance, covered [audit events](/operations-and-safety/compliance.md), confidence-aware outbound policy, workspace isolation, PHI access controls, and recorded retention settings. Amigo maintains a SOC 2 Type II report and supports HIPAA-regulated workloads under applicable agreements; customers should validate evidence coverage and operating procedures against their own requirements.

{% content-ref url="/pages/s0EAp8tQiDsgx7L82hPW" %}
[Compliance and Audit](/operations-and-safety/compliance.md)
{% endcontent-ref %}

## What Changes in an AI-First Contact Center

| Traditional Component | What Happens to It                                                                                                                                                                                                                      |
| --------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **IVR trees**         | **Potentially reduced.** Natural-language routing can replace menus for tested intents; organizations can retain IVR or deterministic routing where required.                                                                           |
| **ACD queue**         | **Changed for agent-handled traffic.** The agent answers within available capacity; Runs Live covers eligible human escalation and takeover work rather than every legacy queue function.                                               |
| **Agent desktop**     | **Narrowed.** Runs Live provides active-work context and eligible listen or takeover controls; other staff workflows may still need their existing systems.                                                                             |
| **Call recording**    | **Integrated when enabled.** Supported calls can retain dual-channel audio, partial or complete transcript evidence, speaker metadata, and best-effort intelligence.                                                                    |
| **QM scoring**        | **Transformed.** Best-effort operational intelligence and post-call scoring can apply defined rubrics to eligible evidence, while available recordings and transcripts support targeted human review.                                   |
| **Speech analytics**  | **Transformed.** Supported emotion signals and interaction evidence can shape agent delivery and post-call analysis. Safety escalation remains part of the authored agent policy rather than a separate universal risk-scoring service. |
| **Post-call survey**  | **Expanded through Surfaces.** Surfaces can collect photos, signatures, checklists, and documents through email or web handoff, subject to delivery and completion status.                                                              |
| **WFM**               | **Reduced only where automation changes staffing demand.** Human escalation coverage still needs forecasting, schedules, and an unavailable-operator plan.                                                                              |
| **Email/chat**        | **Covered through separate paths.** Surfaces handle browser forms, the email API handles email, and durable text conversations cover supported messaging channels with their own delivery rules.                                        |
| **Screen recording**  | **Not applicable.** Amigo is a voice and data platform, not a desktop monitoring tool.                                                                                                                                                  |

## Integration Points

Amigo is designed to work alongside existing contact center infrastructure during transition:

* **Telephony** - Phone numbers are provisioned through the platform. Calls can be transferred to external numbers (clinic front desks, specialist lines) via deferred transfer.
* **EHR** - Configured inbound ingestion and policy-eligible outbound delivery through the [connector runner](/data/connectors-and-ehr.md) and supported FHIR paths. Delivery outcomes remain separate from the source observation.
* **Existing QM tools** - Available recordings, transcripts, and intelligence results can be retrieved through their APIs for import into third-party quality-management platforms.
* **Existing WFM tools** - Call volume, duration, and escalation metrics are available via analytics APIs for workforce planning.
* **Compliance** - Workspace-scoped [audit queries](/operations-and-safety/compliance.md#audit) for covered events, alongside world-model provenance and destination-system evidence.

{% hint style="info" %}
For the full list of platform concepts and how they map to API terminology, see the [API Terminology Mapping](/reference/api-terminology-mapping.md).
{% endhint %}


---

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