Product Overview¶
VitaraVox: The Complete Voice-to-EMR Pipeline
Current Version: v4.0.1 | Status: Production-ready for pilot/demo
What We Do¶
VitaraVox answers patient phone calls in English and Mandarin Chinese and handles scheduling tasks that would otherwise require clinic staff. The system:
- Answers calls via Vapi.ai 9-agent dual-track squad (v3.0)
- Detects language from first utterance and routes to dedicated EN or ZH track
- Identifies patients by caller ID (auto-detect) or name/DOB verification
- Handles requests - booking, rescheduling, cancelling, or registration
- Updates EMR - direct integration with OSCAR via SOAP/WS-Security (production) or OAuth 1.0a REST (legacy)
- Sends SMS confirmations - booking, reschedule, and cancel texts via Telnyx (opt-out consent)
- Logs everything - call analytics, outcomes, language stats (PHI redacted)
Core Capabilities¶
Appointment Management¶
| Capability | Description |
|---|---|
| Book | Find earliest available slot with any/specific provider |
| Reschedule | Move existing appointment to new time |
| Cancel | Cancel with optional reason tracking |
| Check | Query patient's upcoming appointments |
Patient Management¶
| Capability | Description |
|---|---|
| Identify | Auto-lookup by caller ID, fallback to name/DOB |
| Register | New patient registration (BC Health compliant) |
| Waitlist | Add to waitlist when clinic not accepting |
SOAP Limitation
OSCAR DemographicService has NO addDemographic method — patient registration must use the OSCAR web UI. The voice agent collects info and adds to waitlist or transfers to staff.
SMS Confirmations¶
| Capability | Description |
|---|---|
| Booking SMS | Automatic text confirmation after appointment is booked |
| Reschedule SMS | Text with old and new appointment details |
| Cancel SMS | Cancellation notice with rebook CTA |
| Bilingual | EN + ZH templates with per-clinic customization |
| Consent | Opt-out model — patient can decline during the call |
See SMS Integration for architecture and configuration.
Clinic Operations¶
| Capability | Description |
|---|---|
| Hours | Configurable working hours per day |
| Holidays | Holiday closure management |
| Providers | Display name overrides for providers |
| Registration toggle | Open/close new patient registration |
Languages¶
v2.3.0 (Legacy)¶
| Language | Code | Status | STT | TTS |
|---|---|---|---|---|
| English | en |
Legacy | AssemblyAI Universal | ElevenLabs multilingual_v2 |
| Mandarin Chinese | zh |
Legacy | AssemblyAI Universal | ElevenLabs multilingual_v2 |
Auto-detects caller language and responds accordingly (single multilingual agent per role).
v3.0 (Production)¶
| Language | Code | Status | STT | TTS |
|---|---|---|---|---|
| English | en |
Production | Deepgram nova-2 en |
ElevenLabs multilingual_v2 |
| Mandarin Chinese | zh |
Production | Deepgram nova-2 zh |
Azure zh-CN-XiaoxiaoNeural |
Explicit language gate at Router (AssemblyAI Universal for detection) routes callers into dedicated EN or ZH track with per-language STT/TTS.
Future Languages¶
| Language | Code | Status |
|---|---|---|
| French Canadian | fr |
Planned (new track) |
| Cantonese | yue |
Planned (new track) |
| Punjabi | pa |
Planned (new track) |
Supported EMR Systems¶
| EMR | Integration Method | Status | Onboarding |
|---|---|---|---|
| OSCAR EMR | SOAP/WS-Security (CXF) — production path | ✅ Production | Full self-service: credentials → test → auto-pull config |
| OSCAR (via Bridge) | OAuth 1.0a REST API — dev/fallback | ✅ Available | Same onboarding flow, bridge URL instead of SOAP |
| TELUS PS Suite | API | 🔜 Coming soon | EMR type selectable in onboarding (contact support) |
| Accuro | API | 🔜 Coming soon | EMR type selectable in onboarding (contact support) |
| Other | Custom | 🔜 Coming soon | EMR type selectable in onboarding (contact support) |
Note: Each clinic connects their own EMR instance. VitaraVox does not host EMR systems. During onboarding, clinics select their EMR type. OSCAR is fully supported with automated connection testing and config sync. Non-OSCAR EMRs are saved for future integration.
Call Flow Example¶
Patient: "Hi, I'd like to book an appointment"
Vitara: "I'd be happy to help. May I have your name please?"
Patient: "John Smith"
Vitara: "Thank you, Mr. Smith. To confirm, may I have your date of birth?"
Patient: "March 15, 1985"
Vitara: "Perfect. What would you like to see the doctor about?"
Patient: "I need a prescription refill"
Vitara: "Let me check the schedule... The earliest available is
Tuesday, January 14th at 9:30 AM with Dr. Chen.
Does that work for you?"
Patient: "Yes, that works"
Vitara: "Your appointment is confirmed for Tuesday, January 14th
at 9:30 AM with Dr. Chen. Please arrive 5 minutes early
with your BC Services Card. Is there anything else I can
help you with?"
Patient: "No, that's all"
Vitara: "Thank you for calling! Have a wonderful day."
Call duration: 1 minute 45 seconds
Key Differentiators¶
| Feature | VitaraVox | Traditional IVR |
|---|---|---|
| Natural language | Full sentences, context-aware | "Press 1 for..." |
| Multilingual | Real-time language detection | Separate phone trees |
| EMR integration | Direct API calls | Manual data entry |
| Intelligence | Understands intent | Fixed menu options |
| Wait time | None | Often 10+ minutes |
Metrics We Track¶
| Metric | Description |
|---|---|
| Call volume | Total calls per clinic |
| Success rate | Appointments booked / Total calls |
| Transfer rate | Calls transferred to staff |
| Avg duration | Average call length |
| Language split | English vs Mandarin |
| Peak hours | Call volume by time of day |