Documentation Index
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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.Personalization Dimensions
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
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
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
Personalization Infrastructure
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:| Layer | Source | Purpose |
|---|---|---|
| Clinical context | EHR (pulled fresh before each call) | Diagnoses, medications, care plans, appointments |
| Communication preferences | Learned from interactions | Channel preference, best time to call, pacing, formality level |
| Conversation history | Built by HANA | Prior topics discussed, goals set, issues flagged |
| Behavioral patterns | Observed over time | Response style, engagement triggers, dropout risk signals |
| Vocal baseline | Vocal intelligence engine | Prosodic profile for longitudinal deviation detection |
- 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
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
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
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.