No-shows are pure loss
An empty slot cannot be recovered, and manual reminder calling doesn't scale past a certain list size.
Healthcare
Patient communication that respects the record
Appointment scheduling, reminders, intake and refill outreach in the patient's own language, with PHI detection and redaction, consent capture and complete audit trails. On Enterprise, patient data can live in your own cloud account under keys you hold.
- 20+ languages, including 22 Indian languages
- HIPAA compliance pack
- Healthcare vertical pack included
Illustrative interface. Times, scores and identifiers are sample data, not a performance claim. The screen shows an OptiML patient access desk on a live call: the patient switches from Hindi to English mid-call, asks to move an appointment and about preparation, and the agent offers real slots and answers from the clinic's own preparation guide with the section cited. A panel shows where each artefact rests — transcript and recording in the customer's own cloud account, logs and analytics redacted and held in the chosen region — alongside the controls in force: PHI redaction, consent capture, the HIPAA pack and an immutable audit trail.
The problem in your world
Patient communication fails in three places: the slot nobody filled, the identifier that leaked into a log, and the language the service was never offered in.
PHI is everywhere in a conversation
The transcript, the recording, the log and the analytics row all contain it, and each one is a separate exposure. Two of the four are the durable record; the other two are where PHI leaks by accident.
Patients don't share one language
Access is a clinical outcome, not a nicety, and interpreter availability rarely matches call volume.
From booking to post-discharge
Six patient-facing workloads and the mechanism behind each.
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Appointment scheduling and rescheduling
Calendar-integrated booking with real availability, confirmation on WhatsApp or SMS, and reminders timed to reduce no-shows.
See appointment booking -
Patient intake and triage
Structured pre-visit intake flows with entity extraction, routed by urgency, written into your system before the patient arrives.
See automation & workflows -
Refill and follow-up outreach
Proactive prescription-refill reminders and post-discharge follow-up calls, with escalation to a clinician on concerning responses.
See outbound & dialer -
Service and coverage questions
Hours, locations, services, accepted insurance and preparation instructions answered from your own content.
See knowledge & grounding -
Multilingual access
20+ languages including 22 Indian languages, with mid-call language switching for families who move between languages naturally.
See multilingual voice -
After-hours triage
Out-of-hours coverage that captures the situation, routes emergencies immediately and books everything else.
See after-hours & overflow
Capabilities that matter here
A healthcare deployment is judged on six capabilities. Each is part of the platform, applied per tenant rather than configured once for everyone.
PHI detection and redaction
Guardrails detect and redact protected health information before it reaches a transcript, a log, an export or the analytics store.
AI governanceCalendar integration
Real availability read and written back, so a booked slot is a booked slot and a reschedule frees the one it replaced.
IntegrationsOutbound reminders
Reminder, refill and follow-up sequences across voice, WhatsApp and SMS, with consent and calling windows enforced before the dial.
Outbound & dialerMultilingual voice
20+ languages, including 22 Indian languages through Bhashini, with mid-call switching when a family moves between them.
Voice AI agentsConsent and recording controls
Consent capture with jurisdiction detection, AES-256-GCM envelope encryption and retention set per data class.
Security & complianceCustomer-managed data residency
On Enterprise, the patient database and recording storage run in your own cloud account, privately connected, under keys you hold.
Hosting & residencyRun one appointment call end to end
Bring your preparation guide and a scheduling rule. We ground an agent in them, book and move a slot live, and show you exactly what was redacted.
Where the PHI actually goes
Four surfaces hold protected health information, and each one is answered separately below. We would rather you read that here than find it in the security review.
Redaction on every surface
PHI and PII are detected and redacted across transcripts, logs, exports and analytics, not just in the transcript that is easy to demonstrate.
Recordings with consent
Encrypted recordings with consent capture and jurisdiction detection, so the rule that applies is the one where the patient is.
HIPAA pack and immutable audit
The HIPAA compliance pack, with immutable audit and integrity proofs underneath it rather than a log anyone could rewrite.
Regional hosting
Hosted in the region you choose, with per-tenant retention and row-level isolation on 231 tables enforced by the database itself.
HIPAA
GDPR
DPDP
AES-256-GCM envelope encryption
All four PHI surfaces, answered separately
The transcript and the recording are the durable record, and on Enterprise both live in your own cloud account under your keys. Logs and the analytics and reporting store stay in OptiML Cloud, in the region you choose. PHI is detected and redacted before it reaches either, and retention there is configurable per data class with automatic enforcement. Residency relocates two of those four surfaces, while redaction and regional retention cover the remaining two.
Customer-managed data residency is an Enterprise option: your database and recording storage sit in your own cloud account, while the platform itself keeps running in OptiML Cloud. What moves is your data, not the software.
Who processes it in between. Model, speech-to-text and speech synthesis providers are named sub-processors. Choose which ones you use, restrict them to a region, or bring your own key and your own contract. In that last case they become your sub-processors and leave our register entirely. The register is published, versioned, and carries the data class each provider receives.
Availability. Customer-managed data residency is an option on the Enterprise plan, scoped per engagement. Reference architecture and shared-responsibility matrix available under NDA.
Healthcare vertical pack included. The healthcare vertical pack ships pre-built agents, knowledge structure, compliance templates and workflows, all activated in one click.
A worked scenario, while the case study is in approval
A multi-site clinic group, one patient access line
The access line answers in the patient's language and follows them when they switch. Booking reads live availability from the clinic calendar and writes the slot back, so a reschedule frees the appointment it replaced. Preparation, coverage and location questions are answered from the group's own patient guides, with the section cited; anything clinical is routed to a person rather than improvised.
Reminder, refill and post-discharge sequences run outbound across voice, WhatsApp and SMS, with consent state and calling windows enforced before the dial and a concerning answer escalated to a clinician. Protected health information is detected and redacted before the log or the analytics row is written, and on Enterprise the transcript and recording rest in the group's own cloud account. Configuration and mechanism are what this describes; outcome numbers belong to a named customer, and we do not have written approval for one yet.
- Language followed, including mid-call switching
- Real calendar availability, written back on booking
- Answers cited to the group's own patient guides
- Clinical questions routed to a person
- PHI redacted before logs and analytics are written
- Transcript and recording in your own account on Enterprise
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Related solutions
Three sectors with the same combination: a vulnerable caller, a regulated record, and a language requirement that is an access issue rather than a preference.
Insurance
Policy servicing and claims intake answered from the customer's own wording, with retention set per data class.
InsuranceGovernment
Citizen services in 22 Indian languages, voice-first for citizens without smartphones, with residency written into procurement.
GovernmentEducation
Admissions, fees and student support answered around the clock, in the language the family asks in.
EducationYour conversation data can live in your own cloud account, under keys you hold. Enterprise plan.
The platform itself runs in OptiML Cloud. This option moves your data, not the software — and the trust centre names every row that stays with us, including PII-redacted operational telemetry and a bounded message-queue window.
The platform underneath
Everything on this page is the OptiML CX Platform configured for Healthcare, not a separate product. These are the modules it leans on.
Book a working session
Hear it book, remind and redact in real time
Bring a preparation guide, a reminder script or a recorded scheduling call from your own service. We will ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- Reference architecture and shared-responsibility matrix available under NDA
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
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