Lab 3 - Real-Time AI Assistant for Complex Patient Interactions

Section Agenda

#	Task	Duration
1	AI Assistant Provisioning	15 min
2	Assigning AI Assistant Skills to Queues	10 min
3	Voice Flow Orchestration	10 min
4	Live Patient Journey – English & Spanish Testing	25 min

Introduction

Welcome to our final core use case. You’ve mastered the voice and digital patient journeys; now, we tackle high-stakes clinical support. When a patient needs urgent coverage for a critical procedure, the human-AI partnership is vital. Let’s build the future of agent empowerment.

Key Learning

In high-stakes healthcare, AI is about augmentation. You will learn how to leverage context preservation (passing data from the AI Agent to the Human Agent) and the AI Assistant to drive down Average Handle Time (AHT), ensure clinical accuracy, and build lasting patient trust.

Section Independence

Section 3 is entirely independent. We have pre-configured the complete voice environment, including queues, profiles, and flows, so you can focus exclusively on testing the AI Assistant’s real-time augmentation capabilities.

The PodID Discipline

Always replace XXX with your assigned 3-digit ID (e.g., 001, 002). Your naming convention must start with the prefix Pod followed by your PodID (PodXXX). If you do not follow this convention exactly, you will overwrite your neighbor's work. Stay disciplined with your naming convention!

Phase 1: AI Assistant Provisioning

Architectural Note: We are optimizing our architecture by utilizing a single, multilingual AI Assistant to serve both English and Spanish queues. This demonstrates the scalability of Webex Contact Center AI, as the assistant dynamically leverages language context passed from the voice flow.

In this phase, you will provision the "Brain" of the agent-assist experience. We will build the master AI Assistant and assign it to the respective Knowledge Base.

Prerequisite

Ensure you have downloaded the source document for the Knowledge Base. Click Download to save the file to your Desktop folder as: UseCase3_CumulusHospital_AIAssistant_KB

1.1 Create the English Knowledge Base

Login to Control Hub with your admin credentials.
Navigate to Control Hub > Contact Center > Overview. Scroll down to the Quick Links section and open Webex AI Agents. You are now in the AI Agent Studio.
Navigate to the third tab on the left labeled Knowledge.
Click the black + Create Knowledge Base button in the upper-right corner and enter the following information:

Field Value

Name PodXXX_UseCase3_AIAssistantCumulus (Replace XXX with your PodID)

Description Pod XXX UseCase3 Cumulus AI Assistant KB EN

Click Create.
In the Knowledge Base configuration page, click Add Source in the top-right corner, select Files, and click Add file.
Select the document from your desktop folder named: UseCase3_CumulusHospital_AIAssistant_KB
Click Process file.
Click Close and keep processing.

See how to configure

1.2 Create the AI Assistant

In the AI Agent Studio, navigate to the second tab on the left labeled AI Assistant Skills.
Click the black + Create skill button in the upper-right corner, select Start from scratch, and click Next.

Enter the following information:

Field	Value
Skill Name	PodXXX_UseCase3_AIAssistant - (Replace XXX with your PodID)
System ID	PodXXX_UseCase3_AIAssistant
Goal	You are the AI Assistant for Cumulus Hospital, serving as a real-time assistant for human agents. Your mission is to empower agents by analyzing bi-directional conversations to provide policy-validated intelligence during BCBS coverage inquiries. Your objective is to reduce agent cognitive load and deliver a seamless, high-quality patient experience with first-call resolution.

Click Create.

In the Skill configuration page, in the Profile tab enter the following in the Instructions box:

1. You should ask the agent for the patient_name.

2. Conversational Analysis: Actively listen to and analyze the bi-directional 
   conversation. Identify the BCBS Policy Code and the Clinical Procedure 
   (MRI, X-Ray, Blood Test, or Ultrasound) mentioned by either party, both 
   values are mandatory BCBS policy code and procedure.

3. Real-Time Intelligence: Immediately surface policy-validated data from the 
   Knowledge Base, including coverage percentages and pre-authorization 
   requirements, so the agent can inform the patient accurately.

4. Suggested Responses: Offer concise, natural-language scripts that agents 
   can adapt. Keep all responses under 3 sentences to ensure clarity and 
   speed during live calls.

5. Form Delivery Workflow: If pre-authorization is "Required," ask the agent 
   for customer phone number and perform [send_form] action to send SMS 
   message with pre-authorization form URL.

6. Ask the agent to consult the patient if any other form is required.

7. Form Retrieval: If any other insurance form is requested, ask the name of 
   the form and perform [send_form] action again, you should have patient 
   name, patient phone number.

8. Compliance & Accuracy: Always prioritize data from the Knowledge Base, 
   including hospital procedures, working hours, locations and info requested 
   by either party.

9. Continuous Improvement: Learn from agent feedback loops to improve the 
   relevance, accuracy, and personalization of your suggested responses.

Click Save changes.

Go to the Knowledge tab. In the knowledge base dropdown, select:

Field Value

Knowledge Base PodXXX_UseCase3_AIAssistantCumulus

Remember to replace XXX with your PodID

Each student has their own Knowledge Base. Selecting the wrong one will break another student's lab.

Click Save changes.
Go to the Language tab and confirm English is selected.

See how to configure steps 1 - 6

Go to the Actions tab and click the + New action button. Configure it as follows in the Update Action page:

•General Information

Field	Value
Action Name	send_form
Action Description	This automated action triggers an SMS delivery to the patient's mobile device. It is designed to provide immediate access to clinical documentation.
Action Scope	Slot filling and fulfillment

See Example - General Information

Slot Filling — Input Entities

The following entities are the variables that the AI Assistant must capture from the live conversation before executing the send_form action. Click + New input entity for each entity below:
use the arrow > to navigate from Entity 1 to Entity 6:

Entity 1 — form_nameEntity 2 — patient_nameEntity 3 — phone_numberEntity 4 — languageEntity 5 — policy_codeEntity 6 — procedure_name

Field	Value
Name	form_name
Type	String
Description	Name of the form required, captured by the AI Assistant.
Entity Examples `Click +Add, enter an item, and repeat for each additional entry`	Patient Registration Form · Insurance Claim Form · Authorization Form · Medical Records Release · Formulario de Autorización · Formulario de Reclamo de Seguro · Formulario de Liberación de Registros Medicos · Formulario de Registro de Paciente
Setting	Required
Agent Review Required	No

See Example - Entity 1: form_name

Field	Value
Name	patient_name
Type	String
Description	Patient name captured by the AI Assistant.
Entity Examples `Click +Add, enter an item and repeat`	Mary · Andrew · Mattew · Thomas · Charlie
Setting	Required
Agent Review Required	No

See Example - Entity 2: patient_name

Field	Value
Name	phone_number
Type	Number
Description	Patient mobile number to send SMS with forms, captured by the AI Assistant.
Entity Examples	7863738922
Setting	Required
Agent Review Required	No

See Example - Entity 3: phone_number

Field	Value
Name	language
Type	String
Description	The language should be obtained from the call itself, where the flow should pass english or spanish as a variable.
Entity Examples `Click +Add, enter an item and repeat`	en-US · es-US
Setting	Required
Agent Review Required	No

See Example - Entity 4: language

Field	Value
Name	policy_code
Type	String
Description	Patient policy code, captured by the AI Assistant.
Entity Examples `Click +Add, enter an item and repeat`	BCBS-101 · BCBS-202 · BCBS-303
Setting	Not Required
Agent Review Required	No

See Example - Entity 5: policy_code

Field	Value
Name	procedure_name
Type	String
Description	Patient's procedure name, captured by the AI Assistant.
Entity Examples `Click +Add, enter an item and repeat`	MRI · X-ray · blood test · ultrasound · Ultrasonido · Rayos X · Resonancia médica · examen de sangre
Setting	Not Required
Agent Review Required	No

See Example - Entity 6: procedure_name

Webex Connect Flow Builder Fulfillment

Field	Value
Select Service	PodXXX_LTRCCT2001_CUMULUS
Select Flow	UseCase3_Cumulus_Send_Form

Click Save.

See Example - Webex Connect Fulfillment

Update Action - Webex Connect Fulfillment

Save changes: Click Save changes
Publish: Click Publish, enter V1 as the comment, and click Publish again.

1.3 Test & Validate — The "Aha!" Moment

Use the built-in Preview tool in the AI Agent Studio to simulate a live chat.

Inside PodXXX_UseCase3_AIAssistant select Preview in the upper-right corner and Start a chat and verify:

Patient Name Capture: The assistant asks the agent for the patient's name.
Policy & Procedure Recognition: The assistant identifies the BCBS Policy Code and the Clinical Procedure from the conversation.
Real-Time Intelligence: The assistant surfaces coverage percentages and pre-authorization requirements from the Knowledge Base.
Form Delivery: The assistant triggers the [send_form] action and sends the correct SMS with the pre-authorization form.
Language Consistency: The entire interaction remains in English.

Test Script — English

Role	Message
🤖 Prompt	Hi, how can I help you?
👤 User	Help
🤖 Prompt	To assist you accurately with your Blue Cross Blue Shield coverage, may I please have the patient's name?
👤 User	Caro
🤖 Prompt	Thank you, Caro. Could you please provide the Blue Cross Blue Shield policy code and the specific procedure (MRI, X-Ray, Blood Test, or Ultrasound) you are inquiring about?
👤 User	BCBS-101, MRI
🤖 Prompt	For BCBS-101 policy, MRI procedures are covered at 70%, and pre-authorization is required. Could you please provide the patient's phone number so I can send the pre-authorization form via SMS?
👤 User	[Enter your phone number]
🤖 Prompt	The pre-authorization form for the MRI procedure under BCBS-101 has been sent to Caro's phone number. Is there any other form you would like me to send?

See how it works

Session Inspection: Go to the Sessions tab inside the AI Assistant skill page. Review the last session to confirm how the Knowledge Base data was retrieved and how the send_form action was performed.

See how it works

Operational Note — Language Toggle Required

Since we are using a single AI Assistant to serve both English and Spanish queues, you must manually toggle the language setting to test each language within the AI Agent Studio.

In the PodXXX_UseCase3_AIAssistant page, navigate to the Language tab. Change the language to Spanish, click Save changes.

Configure Spanish Language

Spanish Chat Simulation — follow the exchange below:

Patient Name Capture: The assistant asks the agent for the nombre del paciente.
Policy & Procedure Recognition: The assistant identifies the Código de Póliza BCBS and the Procedimiento clínico from the conversation.
Real-Time Intelligence: The assistant surfaces coverage percentages and pre-authorization requirements from the Knowledge Base.
Form Delivery: The assistant triggers the [send_form] action and sends the correct SMS with the pre-authorization form.
Language Consistency: The entire interaction remains in Spanish.

Test Script — Spanish

Role	Message
🤖 Prompt	Hola, ¿cómo puedo ayudarle?
👤 User	Ayuda
🤖 Prompt	Para poder ayudarle mejor, ¿podría proporcionarme el nombre del paciente, por favor?
👤 User	Caro
🤖 Prompt	Gracias, Caro. Para poder verificar la cobertura de su seguro, ¿podría indicarme el código de su póliza BCBS y el procedimiento médico que necesita, como resonancia magnética, rayos X, análisis de sangre o ultrasonido?
👤 User	BCBS-101, resonancia magnética
🤖 Prompt	Para la resonancia magnética con la póliza BCBS-101, la cobertura es del 70% y se requiere preautorización. ¿Podría proporcionarme su número de teléfono para enviarle el formulario de preautorización por SMS?
👤 User	[Enter your phone number]
🤖 Prompt	Caro le he enviado el formulario de preautorización para Rayos X a su teléfono. ¿Necesita que le envíe algún otro formulario relacionado con su seguro o atención médica?

See how it works

Session Inspection: Go to the Sessions tab inside the AI Assistant skill page. Review the last session to confirm the Knowledge Base data was retrieved, the send_form action was performed, and the language was Spanish.

1.4 Revert to English Configuration

Required Step

Once your Spanish testing is complete, you must revert the AI Assistant to its primary language configuration to ensure it is ready for queue integration.

In the PodXXX_UseCase3_AIAssistant page, navigate to the Language tab.
Change the language back to English, click Save changes, then click Publish.
In the comment field, enter V2 and click Publish again to finalize the revert.

Success

Your AI Assistant is now correctly configured to serve both English & Spanish queues.

Phase 2: Assigning AI Assistant Skills to Queues

Now that your AI Assistant is provisioned, we must link it to your English and Spanish queues to enable Real-time Assist.

Log in to Control Hub with your admin credentials.
Navigate to Contact Center > Desktop Experience > AI Features.
Select the Queue tab.

See how to configure

2.1 Configure English Queue

Search for your English queue: PodXXX_Cumulus_EN (Replace XXX with your PodID). Click to open. Scroll down to the Real-time Assist menu and configure as follows:

Field	Value
Apply Real-time assistance	Toggle ON
Select a skill	PodXXX_UseCase3_AIAssistantCumulus

Click Save.

See how to configure

2.2 Configure Spanish Queue

Return to the Queue tab and search for your Spanish queue: PodXXX_Cumulus_ES. Scroll down to the Real-time assistance menu and configure as follows:

Field	Value
Apply Real-time assistance	Toggle ON
Select a skill	PodXXX_UseCase3_AIAssistantCumulus

Click Save.

Result

Both queues are now AI-enabled, allowing the AI Assistant to provide real-time guidance to agents in both languages.

Phase 3: Voice Flow Orchestration

The final configuration step is to map your English and Spanish queues to the main Voice Flow.

Navigate to Contact Center > Flows.
Search for your flow: PodXXX_UseCase3_Cumulus. Click to open.
Click Get Started to close the welcome screen.
Activate Edit Mode: In the center of the top toolbar, toggle the Edit switch to ON.

Pro-Tip

If the left and right configuration panels open automatically, you may close them to maximize your canvas. Take your time to review the flow in both the Main Flow canvas and the Event Flow canvas.

See how to open your Flow

3.1 Map English Queue

Locate the node labeled Queue_EN. Select it, then open the Properties panel in the upper right and configure as follows:

Field	Value
Queue	PodXXX_Cumulus_EN (Replace XXX with your PodID)

See how to locate and map your English Queue

① ② Locate the English Queue Node③ ④ Configure your English Queue

👆 Locate the Queue_EN node in the flow canvas and click to open the Properties panel.

👆 In the Properties panel, select your corresponding queue: PodXXX_Cumulus_EN and close the Propierties panel.

3.2 Map Spanish Queue

Locate the node labeled Queue_ES. Select it, then open the Properties panel in the upper right and configure as follows:

Field	Value
Queue	PodXXX_Cumulus_ES (Replace XXX with your PodID)

See how to locate and map your Spanish Queue

① ② Locate the Spanish Queue Node③ ④ Configure your Spanish Queue

👆 Locate the Queue_ES node in the flow canvas and click to open the Properties panel.

👆 In the Properties panel, select your corresponding queue: PodXXX_Cumulus_ES and close the Propierties panel.

3.3 Validate & Publish

Toggle Validation to ON to ensure no configuration errors exist.
Click Publish.
Ensure the version label is set to latest, then click Publish flow.

See how to configure

Phase 4: The "Live" Patient Journey — English Testing

In this phase, you will validate the end-to-end patient journey. You will simulate a live call, experience the seamless hand-off from the Triage AI to the Human Agent, and witness the AI Assistant in action.

4.1 English Path Validation

Step 1 — Agent Login

Log in with your assigned Agent credentials in the Agent Desktop.

🔗 The URL is found in Control Hub > Contact Center > Overview > Quick Links > Desktop. Copy this link and paste it in the Google Chrome profile for your agent.

Step 2 — Agent Desktop Preferences

Field	Value
Team	PodXXX_Cumulus
Handle calls using	Desktop

Click Save and Continue. Set your agent status to Break.

See how to configure

Step 3 — Initiate Call

Step 3.1: Dial your assigned Channel number from your mobile device or Webex App. (you can find it under the lab access instructions).

🔗 You can use your cell phone or log in to the Webex App using the additional user assigned to your POD to make the call.

Note: For detailed guidance, refer to the Getting Started section.

Step 4 — Language Selection

When the IVR prompts for language, select English.

Step 5 — Triage Interaction

Triage Script — English

Request an MRI (you can also request: Blood Test, Ultrasound, or X-Ray)
Provide your name: Example: "Caro"
Provide policy code: BCBS-101
The AI Agent will transfer you to the human agent queue.

Step 6 — Agent Desktop Reception

Set your agent status to Available and answer the call.

Best Practice

Immediately mute both your mobile device and your Agent Desktop to avoid audio feedback loops.

Virtual Agent Transfer Summary: In the AI Assistant menu, click View Summary in the popup. Review the Triage summary of your conversation with the AI Agent.
Transcript Review: Open the IVR Transcript to review the line-by-line history, then open the Live Transcript and keep it visible.

Step 7 — Real-Time Assist & Form Delivery

Live Interaction Script — English

#	Who	Action
1	🖥️ Agent	Click Get Assistance in the AI Assistant chat.
2	🖥️ Agent	Unmute Agent Desktop and say: "Hello Caro, my name is [Agent PodID]. I see you want to schedule an MRI with policy code BCBS-101, is that correct?"
3	📱 Mobile	Unmute mobile and say: "Yes, that is correct."
4	🤖 AI Assist	Observe suggested response: "Inform Caro that her BCBS-101 policy covers 70% of the MRI cost. Let her know pre-authorization is required. Ask for her phone number to send the form via SMS."
5	🖥️ Agent	Read the suggested response and ask: "Is it okay to send the pre-authorization form to the number you are calling from?"
6	📱 Mobile	Unmute mobile and say: "Yes, that is okay."
7	🖥️ Agent	Copy the phone number from the top panel and paste it into the Real-Time Assist chat. Observe the `[send_form]` action trigger.
8	🖥️ Agent	Ask: "Did you receive the SMS with the form?"
9	📱 Mobile	Say: "Yes, but I also need the Patient Registration Form. Please send that to the same number."
10	🤖 AI Assist	Observe the `[send_form]` action trigger again. Verify receipt of the second SMS.
11	🖥️ Agent	Say: "The Patient Registration Form has been sent. Is there anything else I can assist you with?"
12	📱 Mobile	Say: "That's all, thank you. Goodbye."
13	🖥️ Agent	Review the Suggested Wrap-up Code and Conversation Summary. Select the appropriate code and click Submit.

See how it works — AI Assistant (Summaries, Real-Time Assist, Real-Time transcript) & Form Delivery

① Real-Time Assist Interaction② SMS Received by Patient

👆 Observe how the AI Assistant surfaces the coverage data and triggers the [send_form] action in real time.

👆 Verify that the patient receives the SMS with the pre-authorization form link on their mobile device.

Phase 5: The "Live" Patient Journey — Spanish Testing

⚠️ Before You Begin — Configure Your Browser for Spanish

It is recommended that you configure your browser environment to support Spanish before starting this path. This ensures the Agent Desktop correctly reflects the Spanish locale settings.

In Chrome, click the three-dot menu → Settings.
In the search bar, type Language.
Locate Spanish in the language list. If it is not set as the primary language, click the three dots next to it and select Move to the top.
Reload your Agent Desktop page to apply the changes.

See how to configure

5.1 Spanish Path Validation

Step 1 — Reset Agent Status

Change your status to Receso (or Break).

Step 2 — Initiate Call

Step 2.1: Dial your assigned Channel number from your mobile device or Webex App. (you can find it under the lab access instructions).

Step 3 — Language Selection

When the IVR prompts for language, select Spanish.

Step 4 — Triage Interaction (Spanish)

Triage Script — Spanish

Request a procedure: "Necesito hacerme un ultrasonido." (You can also request: examen de sangre, resonancia magnética o Rayos-X)
Provide your name: Example: "Caro"
Provide policy code: "BCBS-101"
The AI Agent will transfer you to the Spanish human agent queue.

Step 5 — Agent Desktop Reception

Answer the call in your Agent Desktop.

Best Practice

Immediately mute both your mobile device and your Agent Desktop to avoid audio feedback.

Virtual Agent Transfer Summary: Click View Summary. Review the Triage summary in Spanish.
Transcript Review: Open the IVR Transcript and the Live Transcript and keep them visible.

Step 6 — Real-Time Assist & Form Delivery (Spanish)

Live Interaction Script — Spanish

#	Who	Action
1	🖥️ Agent	Click Get Assistance in the AI Assistant chat.
2	🖥️ Agent	Unmute Agent Desktop and say: "Hola Caro, mi nombre es [Agente PodID]. Veo que necesita una resonancia magnética con el código de póliza BCBS-101, ¿es correcto?"
3	📱 Mobile	Unmute mobile and say: "Sí, es correcto."
4	🤖 AI Assist	Observe suggested response in Spanish: "Infórmale a Caro que su póliza BCBS-101 cubre el 70% del costo de la resonancia. Confirma que se requiere preautorización y solicita su número de teléfono para enviar el formulario por SMS."
5	🖥️ Agent	Read the suggested response and ask: "¿Está bien si envío el formulario de preautorización al número desde el que está llamando?"
6	📱 Mobile	Say: "Sí, está bien."
7	🖥️ Agent	Copy the phone number from the top panel and paste it into the Real-Time Assist chat. Observe the `[send_form]` action trigger.
8	🖥️ Agent	Ask: "¿Recibió el SMS con el formulario?"
9	📱 Mobile	Say: "Sí, pero también necesito el formulario de registro de paciente. Por favor, envíemelo al mismo número."
10	🤖 AI Assist	Observe the `[send_form]` action trigger again. Verify receipt of the second SMS.
11	🖥️ Agent	Say: "El formulario de registro de paciente ha sido enviado. ¿Necesita alguna otra forma o asistencia?"
12	📱 Mobile	Say: "Eso es todo, gracias. Adiós."
13	🖥️ Agent	Review the Suggested Wrap-up Code and Conversation Summary in Spanish. Select the code and click Submit.

See how it works — AI Assistant (Summaries, Real-Time Assist, Real-Time transcript) & Form Delivery - Spanish

① Real-Time Assist Interaction Spanish② SMS Received by Patient - Spanish

Real-Time Assist & Form Delivery Spanish

👆 Observe how the AI Assistant surfaces the coverage data and triggers the [send_form] action in real time.

👆 Verify that the patient receives the SMS with the pre-authorization form link on their mobile device, all in Spanish.

Lab 3 Complete — Congratulations!

You have successfully completed Lab 3 – Real-Time AI Assistant for Complex Patient Interactions.

Component	Status
Multilingual AI Assistant	Provisioned and mapped to Knowledge Base · Tested in Preview (EN + ES)
Real-Assist Skill Assignment	Configured for English & Spanish queues
AI Assistant Features	Real-time transcription & summaries enabled
Queue-to-Flow Mapping	English & Spanish queues mapped to Voice Flow
Virtual Agent Transfer Summary	Context hand-off validated
Real-Time Assist (Copilot)	Suggested responses and SMS form delivery validated
End-to-End Testing	All clinical scenarios validated

✨ Agent Empowerment: You've built a real-time AI-powered assistant that reduces cognitive load, ensures policy accuracy, and delivers a seamless, high-quality patient experience — in two languages.

Field	Value
Name	PodXXX_UseCase3_AIAssistantCumulus (Replace XXX with your PodID)
Description	Pod XXX UseCase3 Cumulus AI Assistant KB EN