Summary:

Not every call can be automated. Novoflow is designed with "fallback logic" that identifies when a patient's request is too complex or specific for the AI, automatically triggering an escalation to a human scheduler or nurse.

Direct Answer:

Novoflow handles escalations by:

• Intent Filtering: Recognizing requests that require clinical judgment (e.g., "I'm having chest pain").
• Failure detection: If the AI fails to understand the user twice, Novoflow automatically routes the call to a human to prevent frustration.
• Task Creation: If staff are unavailable, the AI takes a detailed message and creates a high-priority task in the inbox.

Takeaway:

Novoflow ensures that automation handles the routine, while human expertise is reserved for the exceptional.