🏥 AI Medical Appointment Booking

flowchart TD Start([Patient: Hi, I need to book a visit]) --> Greet[AI greets the patient] Greet --> KnowName{Do we already know their name?} KnowName -->|No| AskName[Collect name and save the profile] AskName --> ConfirmContact[Confirm WhatsApp number or email reminders] KnowName -->|Yes| ConfirmContact ConfirmContact --> Safety{Any urgent symptoms mentioned?} Safety -->|Yes| Triage[Escalate to nurse and send emergency steps] Triage --> EndTriage([Stop: human care team takes over]) Safety -->|No| Reason[Ask for reason or specialty] Reason --> Mentioned{Did the patient say the specialty?} Mentioned -->|Yes| SelectSpecialty[Lock specialty and provider pool] Mentioned -->|No| OfferMenu[List numbered specialties] OfferMenu --> SelectSpecialty SelectSpecialty --> AskWindow[Ask which day and time works best] AskWindow --> PatientWindow[Patient shares preferred window] PatientWindow --> CheckCalendar[Check the EMR for compliant slots] CheckCalendar --> Slots{Slot status} Slots -->|Open| OfferTimes[Offer up to two open slots] Slots -->|No slots| Followup[Log request and alert coordinator] OfferTimes --> PatientChoice[Patient picks an option number] PatientChoice --> HoldSlot[Hold slot and create appointment] HoldSlot --> SaveProfile[Save name, contact, specialty preference] SaveProfile --> Confirmations[Send confirmations to patient and doctor] Confirmations --> EndBooking([Booking complete]) Followup --> Manual([Manual follow-up needed]) classDef done fill:#d4edda,stroke:#1b5e20,color:#1b5e20; class EndBooking done;

flowchart TD Start([Patient: I need to reschedule my appointment]) --> Safety{Does the message sound urgent?} Safety -->|Yes| Triage[Alert nurse + send emergency steps] Triage --> EndTriage([Stop: human care team takes over]) Safety -->|No| FindAppointments[Look up upcoming visits] FindAppointments --> Count{How many visits?} Count -->|0| NoVisits[No visit found -> offer to book one] Count -->|1| OneVisit[One visit -> continue] Count -->|Many| ListVisits[List visits with simple numbers] ListVisits --> OneVisit OneVisit --> AskTime[Ask for new day/time] AskTime --> PatientTime[Patient shares new slot] PatientTime --> CheckCalendar[Check clinic rules + doctor calendar] CheckCalendar --> Status{Calendar result} Status -->|Open| UpdateVisit[Update visit + save audit note] Status -->|Needs doctor| AskDoctor[WhatsApp message sent to doctor] Status -->|Closed| OfferOptions[Send two approved alternatives] AskDoctor --> TellPatient[Let patient know we asked the doctor + start 5-min timer] TellPatient --> WaitDoctor{Doctor replies in 5 min?} WaitDoctor -->|No| EscalateTimeout[Coordinator alerted + patient updated] WaitDoctor -->|Yes| DoctorResponse{Doctor says?} DoctorResponse -->|Approved| UpdateVisit DoctorResponse -->|Suggests other times| EscalateAlternate[Escalate to coordinator + notify doctor coordinator will liaise] UpdateVisit --> SendConfirmations[Send WhatsApp confirmations to patient and doctor] SendConfirmations --> EndSuccess([Finished]) EscalateTimeout --> EndEscalated([Manual follow-up]) EscalateAlternate --> EndEscalated NoVisits --> EndNoVisit([Redirect to booking flow])

sequenceDiagram participant P as Patient participant AI as AI Orchestrator participant EMR as Scheduling DB participant D as Doctor Note over P,D: SLA target under 3 minutes P->>AI: I need to move my cardiology appointment to Tuesday at noon activate AI AI->>AI: Intent classification and specialty detection AI->>EMR: Fetch Maria cardiology appointments EMR-->>AI: 1 appointment Monday 10am with Dr Patel AI->>P: Checking availability with Dr Patel Anything urgent today P->>AI: No urgency just a conflict AI->>EMR: Verify Tuesday 12pm slot against schedule EMR-->>AI: Tentative provider confirmation required AI->>P: I pinged Dr Patel Will confirm shortly AI->>D: Maria wants to move Mon 10am to Tue 12pm Can you approve Note over D: Provider reviews 2 min D-->>AI: Approved AI->>EMR: Update appointment and record reason code EMR-->>AI: Updated AI->>P: Confirmed Your cardiology visit is now Tuesday at noon with Dr Patel AI->>D: Appointment moved patient notified deactivate AI Note over P,D: Rescheduled in under 3 minutes

graph TB subgraph Users["👥 Healthcare Stakeholders"] P1[🩺 Patient WhatsApp] D1[👨‍⚕️ Provider WhatsApp] C1[👩‍💼 Clinical Coordinator Portal] end subgraph API["🌐 WhatsApp Business API"] WA[Message Gateway] end subgraph Backend["🖥️ Application Server"] WH[Message Handler] AI[AI Orchestrator
NLU + Workflow] SM[State Machine] SF[Safety Filter
Triage Logic] WC[Message Client] end subgraph Workers["⚙️ Background Services"] TM[Timeout Monitor
5-min SLA] ES[Escalation Service] end subgraph Data["💾 Data Layer"] EMR[(EMR Database
Appointments, Providers)] RD[(Redis Cache
Session State)] AU[(Audit Log
HIPAA Trail)] end subgraph Dashboard["📊 Clinical Dashboard"] WS[WebSocket Updates] UI[Admin UI
Queue Management] end P1 <-->|Messages| WA D1 <-->|Messages| WA WA -->|Webhook| WH WH -->|Route| AI AI -->|Safety Check| SF SF -->|Urgent| ES AI -->|Query/Update| EMR AI -->|Session State| RD AI -->|Log Actions| AU AI -->|Manage Flow| SM SM -->|Send| WC WC -->|WhatsApp API| WA AI -->|Queue Timer| TM TM -->|Check| RD TM -->|Trigger| ES ES -->|Notify| C1 ES -->|Alert| WS WS -->|Live Feed| UI UI -->|Override| Backend style Users fill:#e1f5ff style Backend fill:#fff3cd style Data fill:#d1ecf1 style Dashboard fill:#d4edda style Workers fill:#f8d7da