Define the work the system may perform
List the exact call reasons in scope, the information the system may collect, the actions it may complete and the situations it must transfer. Keep clinical assessment, emergency direction and other professional decisions outside the system unless a separately authorized workflow establishes otherwise.
Test real bilingual conversations
Use French and English callers, accents, background noise, interruptions, corrections, ambiguous requests and accessibility needs. Test names, dates, medication words and clinic-specific terminology without using real patient information. Record failures and the point at which a person takes over.
Verify privacy and operational controls
- Purpose, necessity, notice, consent and the clinic’s applicable privacy assessment.
- Recordings, transcripts, model providers, subprocessors, hosting, retention and deletion.
- Identity checks, least privilege, audit logs, incident response and staff access.
- Urgent escalation, downtime, monitoring, complaint handling and human override.
Pilot one bounded workflow
Start with one location, call type and time period. Compare containment, transfers, abandoned calls, booking accuracy, correction work, staff time and patient complaints against the baseline. Decide in advance what leads to expansion, revision or stop.
