1) Approved answers only
Abby answers admin questions using agreed clinic wording and agreed facts. If it isn’t approved, it gets handed back.
Assurance & Safety
How Abby stays safe when the clinic phone gets messy.
Clinics don’t need “perfect AI”. They need a system that avoids guessing, shows what happened, and improves without repeating errors. Abby’s rule is simple: confirm it, brief it, or hand it back. Never guess.
No guessing
Safe handover
Call Brief visibility
Controlled improvement
The assurance stack
Five layers that reduce errors before they happen.
This is not “let it run and hope”. It’s controlled reception cover for selected call types.
2) Booking only when confirmed
Appointments are booked only when the diary and rules allow it. If Abby can’t confirm it, she briefs it.
3) Safe handover triggers
Clinical, unclear, sensitive, urgent, or out-of-scope calls are not “handled bravely”. They are handed back safely.
4) Call Brief after every call
You can see what the caller wanted, what Abby did, what was used, and what your team should do next.
5) Controlled improvement loop
If something needs changing, we adjust the rule/answer, re-test, then expand safely. No silent behaviour drift.
Uncertainty is a success state
When Abby isn’t sure, she doesn’t push through.
The danger is confident wrongness. Abby is designed to prefer safe handover over invented certainty.
What Abby will do
- Ask one clarifying question
- Capture the caller’s details
- Explain the next step calmly
- Brief your team with the context
What Abby will not do
- Guess a booking outcome
- Invent clinic facts
- Give clinical advice
- Pressure a caller to decide
If something goes wrong
Detect → correct → prevent recurrence.
You don’t build trust by claiming “no errors”. You build it by showing the controls and the response.
1) Flag
The Call Brief and review cues make issues visible quickly.
2) Review
We review what happened and why it happened (rule gap, unclear caller, missing clinic info).
3) Fix
We update the approved answer / rule / boundary and confirm the correct behaviour.
4) Re-test
We re-test the scenario before widening scope. Proof first, then expansion.
Next proof step
Now judge it with your ears.
Hear Abby answer a call, then try a clinic-specific test line. Only move to the 7-day test if the boundary holds up.