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Overview

HANA’s voice engagement framework provides extensive customization capabilities to adapt to the specific needs of healthcare organizations, clinical specialties, and individual patients.

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Personalization Dimensions

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Organization-level Settings

  • Brand Alignment: Customizable voice persona and greeting language to match healthcare organization’s identity
  • Terminology Adaptation: Support for organization-specific medical terminology and abbreviations
  • Workflow Integration: Tailored insertion points within existing clinical processes (scheduling, intake, follow-up)
  • Security Controls: Granular access management aligned with organizational policies
  • Operating Hours: Configurable call scheduling, after-hours behavior, and retry policies

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Specialty-specific Customization

  • Specialty Protocols: Pre-configured conversation templates for 20+ medical specialties
  • Condition-specific Content: Tailored conversation flows for common conditions within each specialty
  • Assessment Instruments: Specialty-appropriate screening tools (PHQ-9, GAD-7, AUDIT-C, CAGE-AID, etc.)
  • Regulatory Compliance: Specialty-specific documentation requirements built into protocols
  • Billing Integration: CPT/HCPCS code suggestions relevant to each specialty and conversation type

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Individual Patient Preferences

  • Language: Primary language detection and preference storage; clinically validated for English, Spanish, Italian, French, and German with additional languages available at varying coverage levels
  • Communication Style: Adjustable pacing, detail level, and formality based on patient profile
  • Contact Preferences: Best time to call, preferred channel (voice, SMS), callback scheduling
  • Personal Templates: Patient-specific conversation adjustments that persist across interactions
  • Learning Adaptation: System adapts to individual communication patterns over time

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Personalization Infrastructure

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Longitudinal Memory Architecture

HANA builds a patient interaction profile that grows richer with every conversation. This is distinct from EHR data — the organization’s clinical systems remain the source of truth for medical information. HANA’s memory layer captures interaction intelligence: how to communicate with each patient most effectively. Memory Layers: How Memory Improves Conversations:
  • A patient who prefers texts over calls gets SMS outreach first
  • A patient with lower health literacy gets simpler language and more confirmation checks
  • A chronic care patient’s third monthly check-in references what was discussed in the first two
  • A patient who expressed frustration about insurance in a prior call gets a more empathetic tone when the topic comes up again

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Patient Profile Management

  • Preference Persistence: Secure storage of patient settings across conversations and channels
  • Role-based Defaults: Initial settings based on clinical protocol and patient demographics
  • Preference Portability: Settings follow patients across departments, locations, and provider changes
  • Version Compatibility: Patient preferences maintained through system updates

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Personalization Workflow

  • Guided Setup: Interactive onboarding for initial organization and protocol personalization
  • Continuous Refinement: Ongoing opportunities to adjust preferences based on conversation outcomes
  • Clinician Input Integration: Clinical staff can annotate patient profiles with notes about communication preferences, sensitivities, or context that enriches future conversations — similar to how care teams pass notes between shifts
  • Preference Analytics: Insights into which personalization options improve engagement and completion rates
  • Protocol Sharing: Ability to share effective protocol configurations within organizations

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Technical Implementation

  • Efficient Caching: Local caching of personalization settings for fast conversation initialization
  • Synced Preferences: Real-time synchronization across channels (voice, SMS) and sessions
  • Fallback Handling: Graceful defaults when personalization data is unavailable
  • Performance Optimization: Minimal impact on conversation response latency regardless of personalization level
  • Privacy Compliance: All preference data encrypted, auditable, and deletable per patient request
  • Data Ownership: Patient interaction data belongs to the healthcare organization. HANA processes and stores it per the organization’s retention policies and provides full export capability.