Hyper-Personalization Blueprint

90+ Data Points for Intelligent Conversations

Every data point available for personalizing patient interactions. Configure which fields to use based on your practice's needs.

90 total fields across 10 categories

Caller Identity

Recognize and authenticate callers instantly

8 fields

Field Name	Type	Source	Example Value	Usage
`ani_match`	boolean	Telephony	`true`	Identify known callers by phone number
`cnam_data`	string	Carrier	`JOHN SMITH`	Display caller name from carrier
`device_type`	enum	Telephony	`mobile`	Adapt conversation for device
`geo_location`	object	IP/Carrier	`{city: 'Boston', state: 'MA'}`	Route to local office
`caller_timezone`	string	Derived	`America/New_York`	Schedule in patient's timezone
`previous_call_id`	string	System	`call_abc123`	Detect callback scenarios
`verification_status`	enum	System	`verified`	Track identity confirmation
`verification_method`	string	System	`DOB+SSN4`	Log verification approach

Account Status

Understand patient relationship and value

8 fields

Field Name	Type	Source	Example Value	Usage
`account_status`	enum	EHR	`active`	Determine service eligibility
`patient_type`	enum	EHR	`established`	New vs returning workflows
`customer_tenure`	number	Derived	`847`	Days as patient
`loyalty_tier`	enum	CRM	`gold`	Priority routing
`lifetime_value`	number	Billing	`12500`	Service level decisions
`churn_risk_score`	number	ML Model	`0.23`	Retention interventions
`nps_score`	number	Survey	`8`	Satisfaction tracking
`last_survey_date`	date	Survey	`2024-01-15`	Survey timing

Call Context

Predict intent and provide context

8 fields

Field Name	Type	Source	Example Value	Usage
`predicted_intent`	string	ML Model	`appointment_reschedule`	Pre-route to right flow
`intent_confidence`	number	ML Model	`0.87`	Fallback decisions
`recent_activity_7d`	array	System	`[{type: 'appointment', action: 'booked'}]`	Context for conversation
`abandoned_actions`	array	System	`[{flow: 'payment', step: 3}]`	Resume incomplete tasks
`last_sms_sent`	object	Comms	`{type: 'reminder', date: '2024-01-20'}`	Reference recent messages
`open_tickets`	array	CRM	`[{id: 'TKT-123', status: 'pending'}]`	Address open issues
`pending_callbacks`	array	System	`[{reason: 'billing', scheduled: '2024-01-22'}]`	Honor callback promises
`call_sentiment`	enum	Real-time ML	`neutral`	Adapt tone and escalate

Appointment Data

Complete appointment awareness

12 fields

Field Name	Type	Source	Example Value	Usage
`next_appointment`	object	EHR	`{date: '2024-01-25', provider: 'Dr. Smith', type: 'follow-up'}`	Proactive mention
`appointment_countdown`	number	Derived	`3`	Days until appointment
`confirmation_status`	enum	System	`confirmed`	Skip confirmation if done
`prep_instructions`	array	EHR	`['Fasting required', 'Bring ID']`	Remind of requirements
`transportation_arranged`	boolean	System	`false`	Offer assistance
`no_show_history`	number	EHR	`2`	Risk assessment
`no_show_risk_score`	number	ML Model	`0.45`	Intervention trigger
`cancellation_patterns`	object	Analytics	`{day: 'Monday', reason: 'work'}`	Suggest better times
`preferred_day`	enum	Preference	`Tuesday`	Scheduling suggestions
`preferred_time`	enum	Preference	`morning`	Scheduling suggestions
`preferred_provider`	string	EHR	`Dr. Johnson`	Provider matching
`waitlist_status`	object	System	`{active: true, for: 'earlier_slot'}`	Proactive offers

Billing & Financial

Financial context for conversations

12 fields

Field Name	Type	Source	Example Value	Usage
`outstanding_balance`	number	Billing	`245.00`	Payment discussions
`balance_age_days`	number	Billing	`45`	Urgency assessment
`payment_due_date`	date	Billing	`2024-02-01`	Reminder timing
`payment_plan_status`	enum	Billing	`active`	Plan awareness
`payment_plan_details`	object	Billing	`{monthly: 75, remaining: 4}`	Plan context
`autopay_enrolled`	boolean	Billing	`false`	Enrollment offers
`insurance_primary`	object	EHR	`{carrier: 'BlueCross', plan: 'PPO'}`	Coverage context
`insurance_secondary`	object	EHR	`null`	Secondary coverage
`deductible_status`	object	Insurance	`{met: 500, remaining: 1500}`	Cost estimates
`preauth_status`	object	System	`{pending: ['MRI'], approved: ['CT']}`	Authorization tracking
`last_payment_date`	date	Billing	`2024-01-10`	Payment history
`last_payment_amount`	number	Billing	`75.00`	Payment context

Communication Preferences

Personalize every interaction

9 fields

Field Name	Type	Source	Example Value	Usage
`preferred_language`	string	EHR	`Spanish`	Language routing
`channel_preference`	enum	Preference	`text`	Follow-up method
`sms_opt_in`	boolean	Consent	`true`	Text eligibility
`email_opt_in`	boolean	Consent	`true`	Email eligibility
`accessibility_needs`	array	EHR	`['hearing_impaired']`	Accommodation
`voicemail_permission`	boolean	Consent	`true`	Message leaving
`preferred_name`	string	EHR	`Johnny`	Personalized greeting
`contact_times`	object	Preference	`{start: '9:00', end: '17:00'}`	Outbound timing
`do_not_call`	boolean	Consent	`false`	Outbound eligibility

Clinical Context

Health-aware conversations

8 fields

Field Name	Type	Source	Example Value	Usage
`primary_diagnosis`	array	EHR	`['Type 2 Diabetes', 'Hypertension']`	Care context
`active_medications`	array	EHR	`[{name: 'Metformin', dose: '500mg'}]`	Medication discussions
`allergies`	array	EHR	`['Penicillin', 'Sulfa']`	Safety alerts
`care_gaps`	array	Analytics	`[{type: 'A1C', due: '2024-02-15'}]`	Proactive outreach
`last_visit_date`	date	EHR	`2024-01-05`	Visit context
`last_visit_type`	string	EHR	`Annual Physical`	Visit context
`pending_results`	array	EHR	`[{type: 'Lab', ordered: '2024-01-18'}]`	Results inquiries
`care_team`	array	EHR	`[{role: 'PCP', name: 'Dr. Smith'}]`	Provider context

Compliance & Consent

Regulatory compliance tracking

9 fields

Field Name	Type	Source	Example Value	Usage
`hipaa_consent`	boolean	EHR	`true`	PHI disclosure
`tcpa_consent`	boolean	Consent	`true`	Outbound calls
`consent_date`	date	Consent	`2023-06-15`	Consent validity
`identity_verified`	boolean	System	`true`	PHI access
`verification_attempts`	number	System	`1`	Security tracking
`minor_patient`	boolean	EHR	`false`	Guardian requirements
`authorized_contacts`	array	EHR	`[{name: 'Jane Smith', relation: 'Spouse'}]`	Third-party auth
`legal_hold`	boolean	Legal	`false`	Special handling
`recording_consent`	boolean	System	`true`	Call recording

Routing & Escalation

Smart call handling

8 fields

Field Name	Type	Source	Example Value	Usage
`skill_required`	array	Derived	`['billing', 'spanish']`	Agent matching
`priority_level`	enum	Derived	`high`	Queue position
`escalation_history`	array	System	`[{date: '2024-01-10', reason: 'complaint'}]`	Handling context
`preferred_agent`	string	System	`agent_456`	Continuity
`last_agent`	string	System	`agent_123`	Follow-up routing
`vip_flag`	boolean	CRM	`true`	Priority handling
`complaint_flag`	boolean	CRM	`false`	Special attention
`escalation_threshold`	number	Config	`2`	Auto-escalation

Campaign & Outbound

Outbound campaign management

8 fields

Field Name	Type	Source	Example Value	Usage
`campaign_id`	string	Campaign	`camp_awv_2024`	Campaign tracking
`campaign_name`	string	Campaign	`Annual Wellness 2024`	Context
`attempt_count`	number	Campaign	`2`	Attempt limits
`last_attempt`	datetime	Campaign	`2024-01-20T14:30:00Z`	Spacing
`voicemail_left`	boolean	Campaign	`true`	Message tracking
`best_time_to_call`	object	ML Model	`{day: 'Tuesday', time: '10:00'}`	Optimal timing
`channel_sequence`	array	Campaign	`['call', 'sms', 'email']`	Multi-channel
`campaign_outcome`	enum	Campaign	`in_progress`	Status tracking

Data Categories

Total Data Points

Integration Sources

100%

Configurable