AI Annie

How AI Annie Identifies and Escalates Urgent Calls in Real Time

AI Annie detects urgent language and clinical red flags, immediately escalates to your on-call provider or urgent care team, and keeps the caller on the line until someone answers. Learn the protocol and how to configure it.

AI Annie listens for urgent keywords: chest pain, severe bleeding, difficulty breathing, allergic reaction, loss of consciousness, suicidal ideation
Asks clarifying follow-up: 'Are you in pain right now? How severe? Do you need emergency services?'
Immediately pages or calls your configured on-call provider, urgent care coordinator, or nursing line
Keeps caller on line with reassurance and initial guidance (e.g., 'Sit down, take slow breaths, help is coming')
Logs escalation with full context: caller name, stated symptoms, time, escalation recipient, resolution
Provides caller with expected callback time and emergency alternative (ER, 911, poison control)

How it pays back

No Delay in Urgent Response

Chest pain at 11 PM triggers a page to your on-call provider in seconds, not after a voicemail queue or call center triage. Critical cases get immediate clinical eyes.

Liability Protection

Full call log, symptoms documented, escalation time-stamped, and provider response recorded. In a complaint or lawsuit, you have proof of immediate action.

Patient Safety and Satisfaction

Patients know they were heard, not ignored. Even if they need the ER, AI Annie gives them guidance and context. Confidence in your practice increases.

Your Team Knows What to Expect

When the on-call provider is paged, they receive the full escalation context: caller name, stated symptoms, vital info. No 'A patient called' ambiguity.

Urgent calls escalated immediately

Page or call to on-call staff within seconds of symptom identification

Full context documented

Symptoms, caller info, escalation time, and provider response logged

Caller kept warm

Patient remains on line with reassurance until clinical staff responds

Configurable escalation routing

Send to on-call provider, urgent coordinator, or nurse triage line based on your protocol

Frequently asked questions

What symptoms trigger an urgent escalation?

AI Annie escalates for: chest or severe abdominal pain, severe bleeding, difficulty breathing or shortness of breath, allergic reaction (especially with swelling), loss of consciousness, suicidal or homicidal ideation, severe trauma, uncontrolled seizures, and similar life-threatening symptoms. Your practice can customize the trigger list.

What if the caller is minimizing their symptoms?

AI Annie asks follow-up questions: 'Is the pain worsening? Are you having trouble breathing? Do you feel safe right now?' If uncertainty remains, she errs toward escalation. Your clinical staff makes the final call after speaking with the patient.

Can I customize who receives urgent escalations?

Yes. You configure escalation recipients: on-call provider cell, urgent care nurse line, on-call coordinator, or a rotation. AI Annie can call, text, or page based on your protocol. You can also set different escalation paths for different times or days.

What if no one answers the escalation call?

AI Annie will retry up to 3 times, then escalate to a secondary contact (backup on-call provider, urgent care center, or 911 if life-threatening). She keeps the caller on the line and provides them with ER location or 911 instruction if needed.

Does this create liability if I don't escalate a call that should have been?

AI Annie's logs show full documentation. If a call was escalated appropriately per your protocol and your team didn't respond, that's a separate issue. If a call wasn't escalated but should have been, the AI logs show why (caller didn't disclose symptoms, language didn't match triggers). Your documentation protects you in most scenarios.