AI voice contact center

Refill, scheduling, and verification flows handled by a voice agent over your choice of telephony backend. Configure at /admin/contact-center.

Multi-provider adapter

The contact-center service speaks to three providers:

AWS Connect
Twilio
Azure ACS (Azure Communication Services)

Pick one at deploy time via the POLLENIX_VOICE_PROVIDER env var. The provider config (account SID, API key, etc.) lives encrypted in Vault — Pollen8’s secret store, not the legal vault.

What the agent does

Refill requests: caller asks for a refill → agent confirms identity (name + DOB + last 4 SSN) → looks up active medications → matches against a refill request → drops into the refill queue for the prescriber.
Appointment booking: caller asks for an appointment → agent walks the availability tree → confirms patient identity → creates a booking-request row that staff approves at /admin/booking-requests.
Insurance verification: caller asks to update insurance → agent captures plan name + member id + group → kicks an eligibility check → reads back the benefits.

Identity-before-dispatch lock

A safety invariant baked into every flow: the agent cannot dispatch any clinical action (refill request, appointment confirm, record update) until identity verification has passed. This is enforced at the runtime layer, not just the prompt — a flow that tries to skip the identity step is rejected by the runtime.

DEA II–V controlled substances

The voice agent never auto-dispatches controlled substances. If a caller requests a refill on a Schedule II–V drug, the agent explicitly tells them the request will be handed to a clinician for manual approval and creates a clinician-review task instead of a refill request.

Refill patients registry

/admin/refill-patients — manual registry of patients who can use the voice agent for refills. New patients aren’t enrolled by default; staff opts them in. Avoids surprising patients who didn’t sign up.

Voice provider settings

/admin/voice-providers — STT and TTS provider routing (separate from the contact-center telephony provider). Pollen8 supports OpenAI Whisper, Azure Speech, Google STT, Deepgram for STT; ElevenLabs, Azure Speech, Google TTS, OpenAI for TTS. Mix and match per surface (task=scribe vs task=voice).