Interactive example · fictional data
One call. Four systems.
From the call to confirmation in the schedule: telephony, records, authorizations and the provider schedule, with each result attributed to the system responsible for it.
Conceptual demonstration. It does not represent a customer case or prove available features.
Video
Transcript
[Illustrative example · fictional data] [“I need to get my test authorized and scheduled.”] [Call] A person calls to get a test authorized and scheduled.
[NebulaOS · Starya builds and connects within the operation’s scope · 4 systems] [Illustrative interface · Features and integrations depend on the deployment.] On NebulaOS, connected by Starya within the operation’s scope, the request crosses four systems.
[Telephony (IVR) · Intent recognized] [Voice agent] [Records and history · Request identified · lookup] [Authorization system] [Without authorization, no time is offered] The IVR recognizes the intent, and the voice agent takes over. It identifies person, plan and test in the records. Without an answer from the authorization system, no time is offered.
[Provider schedule · Thursday · 09:00] [An available option is not yet a reservation.] [Thursday at 9 a.m.] [Provider schedule] [Reservation requested · awaiting response] With the authorization, the person chooses Thursday at 9 a.m. Choosing is not reserving: the reservation request goes to the schedule.
[AG-204 · Appointment confirmed] [Recorded in: records and history] [Performing the test: a later event, not inferred] The schedule confirms, and the records log it. The test hasn’t happened yet: that’s the next event.
[One call. Four systems. Each one answered for its part.] [Starya · We accelerate your AI strategy. NebulaOS is the operating foundation.] One call. Four systems. Each one answered for its part.
What confirms completion
The provider schedule returns the confirmation of the time slot and the records log the result in the history.
What NebulaOS supports in this scenario
In this scenario, NebulaOS relates telephony (IVR), records and history, the authorization system and the provider schedule, connected within the operation’s scope, and attributes each answer to the system responsible for it. Which systems take part, and with what read or write permission, depends on the deployment.
- NebulaWorks Brings together the work, owners, pending items and process artifacts.
- Starya / FDE Investigates unavailable times and abandoned requests to improve the options offered.
Try it yourself
Walk through the steps of this scenario and see what changes with each choice. Fictional data; no system is accessed.
Open the simulation
Illustrative simulation · no system is accessed
One call, four systems: who answers for each piece of information
Goal Authorize and schedule a test from a phone call, knowing which system answers for each piece of information, what was only looked up and what was confirmed.
- 01Call
- 02Identification
- 03Authorization
- 04Availability
- 05Confirmation
What we know now · v1 · In progress · step 1 of 5
The call came in through telephony.
“I need to get my test authorized and scheduled.” The IVR recognizes the intent and the agent takes over the conversation. No system has been looked up yet.
Who answers now Voice agent
System Telephony (IVR)
Preserved history
Every step, pending item and response stays here, in this session only. Starting over clears the simulation.
No fact recorded yet.
Systems and responsibilities
| System | What it answers for | How it takes part |
|---|---|---|
| Telephony (IVR) | Call channel and recognized intent | Receives the call. Decides nothing about the request |
| Records and history | The person’s identity, plan and service history | Looked up. Receives the appointment record after confirmation |
| Authorization system | Status of the test authorization | Only looked up |
| Provider schedule | Available times and reservation confirmation | Looked up. Receives the reservation request and is the only one that confirms it |
Questions to take to your team
- Systems and data Which system confirms the identity and the request?
- Systems and data What information needs to pass from one system to the next?
- Owner Who answers when records, authorization and schedule disagree?
- Result Which response confirms the appointment?
Use these questions with the guide How to choose an operation to start with
Related content
Steps
Owner, system, state and pending item of the experience’s 5 steps, with decisions and limits
Step 1 · Call
Receive the call
The IVR recognizes the intent and the agent takes over the conversation, keeping the request for the next lookups.
- Owner
- Voice agent
- System
- Telephony (IVR)
- State
- Intent recognized
- Pending
- The person and the request still need identifying.
Step 2 · Identification
Identify the request
The agent identifies the person, the plan and the requested test in the records, without changing anything.
- Owner
- Voice agent
- System
- Records and history
- State
- Request identified
- Pending
- The authorization still needs checking.
Step 3 · Authorization
Check the authorization
The authorization source reports the status of the request. An incomplete answer stops progress until it is checked.
- Owner
- Authorization team
- System
- Authorization system
- State
- Lookup checked
- Pending
- No time slot is reserved yet.
Step 4 · Availability
Check availability
The schedule shows options compatible with the authorized request. An available option is not yet a reservation.
- Owner
- Scheduling
- System
- Provider schedule
- State
- Options available
- Pending
- The person needs to choose an option.
Step 5 · Confirmation
Request and confirm the reservation
The chosen time is sent to the schedule, and only its response confirms the reservation. The records log the result in the history after that confirmation.
- Owner
- Scheduling
- System
- Provider schedule
- State
- Appointment confirmed
- Pending
- Performing the test is a later event.
Decisions to explore
- Sources agree
- Sources conflict
- Schedule confirmation does not arrive
Pending items and limits
- Identification, authorization and scheduling are separate steps.
- Performing the test is outside this scope.
Text version
The main content, without depending on the video or the simulation.
Initial request “I need to get my test authorized and scheduled.”
A person calls to sort out an authorization and an available appointment. The request crosses four systems: telephony, records, authorizations and the provider schedule. Each lookup has its own source, and only the schedule’s response confirms the appointment.
A person calls asking for a test to be authorized and scheduled. Telephony receives the call and the IVR recognizes the intent. The agent identifies the person and the request in the records, checks its status in the authorization system and only then looks for times in the provider schedule. The person chooses an option, the reservation request is sent and the operation waits for the response. When the schedule confirms, the records log the appointment in the history. The test has not happened yet; that is the next event.