Voicemail Triage and AI Agent User Story

Exercise 1

You are covering for a coworker who is out on leave. Your customer has left you a voicemail message specifying the challenges they are facing. You are required to understand challenges shared by the customer and break them down into tasks and assign it to the right person/team as per your understanding.

Voicemail: Hi there! This is Mary Tilak calling. We are facing a few issues and also had a few questions. Our team is trying to make calls but the calls are getting dropped off as soon as we dial them. Could you take a look. Also, when we make calls, is it possible to show the name of the person we are calling/receiving a call from? I also wanted to understand if Emitrr offers patient reactivation and fast fill lists? And could we have an update on the issue we had highlighted with respect to not being able to add team members? Its is really important for us. If you can also ask Anmol to call me back, that would be great as we need to discuss the BAA. Okay thank you. This is a big help!

Place tasks in correct order and teams they should be assigned to:

Exercise 2: Create User Story for AI Agent

Here is a recording of a customer looking for some AI capabilities to automate their communication.

The call recording is only in the original file.

This customer is already using Emitrr's text messaging and VoIP capabilities to communicate with their patients. We also integrate with their scheduling system as mentioned in the recording.

Your goal is primarily to identify a good solution to their problems and then design a capability to build AI agents through the platform (web) itself.

The goal of the assignment is to make a user story which makes it very easy to set up an AI Agent and help with their problems. At the same time we need to make sure that the capability is very much customizable and scalable. You can assume that there is no UX/UI designer and the user story you will write will be used by a developer directly to develop it. So try including as much detailing as you can.

Some insights about Emitrr's customers -

• Emitrr has customers across all industries but primarily healthcare
• Users of our platform are frontdesk staff or receptionist who are not so tech savvy
• They spent the most amount of time on the Emitrr text messaging interface. Even more time than their own EHR/CRM
• The primary goal of all the scheduling businesses is to keep the schedule always full for all their providers/doctors/staff
• Feel free to list down -
  • Any assumptions you may have
  • Any questions you have for the customer