Document Title: Orbita Appointment Scheduling Solution

Solution Version: V 1.0.0

Creation Date: Nov 15, 2021

Author: ORBITA

Table of Contents

Prerequisites

The users should use their own office 365 account credentials to book the appointments.
https://support.microsoft.com/en-gb/account-billing/how-to-create-a-new-microsoft-account-a84675c3-3e9e-17cf-2911-3d56b15c0aaf

Solution Description

The Orbita Solution Appointment Scheduling is meant to help organizations increase productivity with a self-service 24/7 solution that helps reduce the need for support staff and call volume by providing faster and easier scheduling alternatives.

Why was it created?

Orbita Solution Center offers packaged pre-built experiences. All the solutions have been designed with the goals of improving time-to-value and decreasing implementation time. ( Learn more about Solution Center here: Orbita Solution Center

What is its purpose?

The purpose is to help organizations increase productivity with a self-service 24/7 solution that helps reduce the need for support staff and call volume by providing faster and easier scheduling alternatives.

How does it work?

Unlike traditional solutions like making a phone call, speaking to a person, multiple IVR options or downloading a scheduling app, the Appointment Scheduling is an omni-channel, conversation driven solution that can integrate with your existing applications.

Solution Implementation

The Appointment Scheduling solution is created to help patients manage their care with convenience and flexibility. On the other hand, it is also used by the sales representatives to reach the HCPs and vice versa.

How do you install it?

The solution comes with all prebuilt and customizable conversation flows, dashboards, and interaction models.

How to Install a Solution:

Login to Experience Manager
Navigate to your project > Project side navigation menu > Create > Solution Center > Solutions
Click the Add button against the Appointment Scheduling solution.

Refer Orbita Solution Center for more details.

Required Configuration After Installation:

Ensure you have completed the prerequisite step of setting up an Office 365 account before moving to the next step
In order to connect your Office 365 account with the appointment scheduling solution, please get in touch with your Customer Success representative or email us at support@orbita.ai.
1. Office 365 Credentials are configured within the ‘Appointment Scheduling Container’ function node for privacy and security reasons.

Dashboards

How to access dashboards?

After the solution installation, you can access the pre-built dashboards from the Project side navigation menu > Report > Dashboards.

Given below is the sample screenshot of the Appointment Scheduling Dashboard.

What dashboards & visualizations are available and what purpose do they serve?

For Appointment Scheduling, there is a single dashboard available in the first version. The Appointment Scheduling Dashboard does not contain any PHI.

The dashboard contains the following:

Metric	Description	Visual

Metric	Description	Visual
Number of Appointments Initiated	A count of the total number of initiated appointment requests within the set timeframe. This count includes all appointment scheduling requests initiated, whether or not the end user completed the request by scheduling
Number of Appointments Scheduled	A count of the total number of scheduled appointment requests within the set timeframe. This count only includes appointment scheduling requests that were completed and successfully scheduled.
Initiated vs Scheduled Appointments	A visual representation of appointment requests that were initiated versus those that were actually scheduled.
Appointments Scheduled Over Time	A visual that helps business users understand how and when their population is engaging with the scheduling solution. This can be used to establish baselines in adoption of the solution and to track engagement over time.
Appointment Types Scheduled	A visualization of the distribution of appointment types scheduled by users of the system. This metric only includes appointments that were successfully scheduled, it will not include details for users that did not complete scheduling.
	A table that represents the above pie chart values.
Age Distribution	A bar graph that shows engagement of the appointment scheduling solution by age groupings. Business users can better understand the population using our solution and consider more tailored services.

Customizing the dashboard

You can create your own visualizations for the program registration in Insights. Refer, Guide to Orbita Insights

The Appointment Scheduling solution data is captured in the data-<environment>-backend.scheduleappointmentuserinfo index pattern.

Solution Customization

How can I update content?

To change the bot responses, you can navigate to the flow studio flows and make changes to the content present in the flow studio controls.

For example, if you want to change any conversation message,

Navigate to the Project side navigation menu > Create > Agents > Flow Studio.
Select the desired Flow from the list and navigate to any control that contains text and edit it.

It is recommended not to add any new controls or delete any controls that are installed with the solution.
Do not modify the tokens while editing the Say text in the controls.
Modifying the name of the controls might break the flow as everything within the solution is interconnected.
Contact support@orbta.ai for any further assistance.

Conversational Updates:

Welcome Say Node:

Navigate to the Project side navigation menu > Create > Agents > Flow studio.
Select the Flow Studio “Schedule Appt Intro Flow” and navigate to “Welcome Prompt” that contains the text and edit it.

List of appointment types included:

To add an appointment type to the existing list of appointment types, please get in touch with your Customer Success representative.

Prompts:

Navigate to the Project side navigation menu > Create > Agents > Flow studio.
Select the Flow Studio “Schedule Appt Book Flow”
The Prompts can be configured in the respective nodes as per the below table.

Prompt	Node	Screenshot
Prompt before appointment type buttons	Appointmenttype
Prompt before calendar directive	appointmentDetails
Prompts before patient information collection (first name, last name, DOB, phone number, email, preferred contact type)	firstname lastname dob phonenumber email contacttype

Appointment confirmation say node:

Navigate to the Project side navigation menu > Create > Agents > Flow studio.
Select the Flow Studio “Schedule Appt Book Flow” and navigate to the Say node that contains the appointment confirmation message and edit it.

Buttons for appointment types:

Navigate to the Project side navigation menu > Create > Agents > Flow studio.
Select the Flow Studio “Schedule Appt Book Flow” and navigate to “appointmenttype” choose many control and open it. Double click on the node to open.
Navigate to “Choices” tab and change the values under the “Text” field to change the button text

Length of each appointment type:

To change the length of the existing list of appointment types, please get in touch with your Customer Success representative.

How to update the branding of the chatbot

You can customize the chatbot appearance using CSS and JS. For more information on customizing the appearances of your chatbot, refer 3.9.1 Orbita's Chatbot -- Coming Soon | Customizing your chatbot

Integrations

Microsoft Graph API
You can also integrate the solution with an EHR. This would require custom development and should be discussed in greater detail with your Customer Success and Sales Representatives.

Video Link

https://cdn.orbita.cloud/assets/orbita/solutions/appointmentscheduling.mp4