How to build a Website Patient Support Agent with Groq

This workflow is designed to help telehealth support teams efficiently answer patient questions using AI and official documentation. Here’s how it works:

1. Patient Message Input

• Node: Patient Message

• Purpose: The patient submits a support question (e.g., “How do I reschedule my appointment?”).

2. Knowledge Base Search

• Node: Official Documents

• Purpose: The workflow searches official telehealth documents (such as policies, instructions, and FAQs) to find relevant information that can help answer the patient’s question.

3. AI-Powered Response Generation

• Node: Groq (AI Assistant)

• Purpose: An advanced AI model reviews both the patient’s message and the retrieved official documents.

• How it works:

  • The AI is instructed to be polite, professional, and empathetic.

  • It uses only the provided documents and policies to answer questions.

  • It never gives medical advice or makes clinical promises.

  • If the AI cannot answer, it escalates the issue to the safety team.

4. Support Response Output

• Node: Support Response

• Purpose: The AI-generated answer is presented to the patient as a clear, concise, and friendly support response.

Key Features

• Automated, accurate answers: Patients get fast, reliable support based on official documentation.

• AI with guardrails: The AI is restricted to non-clinical, policy-based responses and escalates when unsure.

• Seamless escalation: Unanswerable or sensitive questions are automatically flagged for human review.