Many Payer IVRs have short timeout windows and "barge-in" functionality (i.e., they cut off callers mid-speech). If a Provider AI attempts to disclose per v1.1 ("Hello, I am an automated assistant..."), the Payer IVR may interpret this as an incorrect input and hang up or skip to the next prompt.
Scenario:
Provider AI: "Hello, I am an automated assi..." [3 seconds elapsed]
Payer IVR: [Timeout triggered] "I didn't catch that. Please say your NPI."
Provider AI: [Forced to respond with data before completing disclosure]
Current Gap:
v1.1 does not define how to handle IVR timeout/barge-in scenarios
It's unclear if the AI should:
Prioritize disclosure (and risk timeout)?
Wait for silence (which may never come)?
Attempt retry after interrupt?
Recommendation:
Define a "Disclosure Resilience Protocol" that specifies:
Timing: Max disclosure length (e.g., 2 seconds)
Retry Logic: If interrupted, how many times should the AI re-attempt disclosure before falling back to data exchange?
Fallback: If disclosure repeatedly fails due to IVR timeout, should the AI:
Log the failure and escalate to human?
Proceed with data exchange after N retries (with logging)?
Disconnect and recommend callback?
Suggested Worked Example:
Attempt 1:
Payer IVR: "Thank you for calling [Payer]. Please say your NPI."
Provider AI: "I'm an automated assistant." [Timeout at 2s]
Attempt 2 (After Payer IVR re-prompts):
Provider AI: "AI agent. NPI: 1234567890" [Combines disclosure + data in single breath]
Result: PASS (Disclosure + Data in single turn)
Many Payer IVRs have short timeout windows and "barge-in" functionality (i.e., they cut off callers mid-speech). If a Provider AI attempts to disclose per v1.1 ("Hello, I am an automated assistant..."), the Payer IVR may interpret this as an incorrect input and hang up or skip to the next prompt.
Scenario:
Provider AI: "Hello, I am an automated assi..." [3 seconds elapsed]
Payer IVR: [Timeout triggered] "I didn't catch that. Please say your NPI."
Provider AI: [Forced to respond with data before completing disclosure]
Current Gap:
v1.1 does not define how to handle IVR timeout/barge-in scenarios
It's unclear if the AI should:
Prioritize disclosure (and risk timeout)?
Wait for silence (which may never come)?
Attempt retry after interrupt?
Recommendation:
Define a "Disclosure Resilience Protocol" that specifies:
Timing: Max disclosure length (e.g., 2 seconds)
Retry Logic: If interrupted, how many times should the AI re-attempt disclosure before falling back to data exchange?
Fallback: If disclosure repeatedly fails due to IVR timeout, should the AI:
Log the failure and escalate to human?
Proceed with data exchange after N retries (with logging)?
Disconnect and recommend callback?
Suggested Worked Example:
Attempt 1:
Payer IVR: "Thank you for calling [Payer]. Please say your NPI."
Provider AI: "I'm an automated assistant." [Timeout at 2s]
Attempt 2 (After Payer IVR re-prompts):
Provider AI: "AI agent. NPI: 1234567890" [Combines disclosure + data in single breath]
Result: PASS (Disclosure + Data in single turn)