An illustrative reference architecture, not a customer
case study. No organisation is named and no deployment is described - this is
what the layers look like for a health administration organisation,
so you can map it onto your own estate.
Channelswhere the conversation starts
Inbound numberspublished lines
SIP / contact centreexisting estate
Outboundcampaigns and callbacks
In-appbrowser WebRTC
▼
VoiceKernelthe agentic voice layer
Conversationagent, voice, turn taking
Knowledge groundinganswers with citations
Tool callsreads and writes back
Transferto a human, with context
Tenant isolationownership registry
Audit and erasureper call, per mutation
▼
Integrationyour boundary, your rules
REST + typed SDKscoped API keys
Signed webhooksretried, replayable
Live event streamSSE
▼
Health Administrationyour systems of record
Practice managementappointments and recalls
Patient recordsdemographics only
Billing / claimsfund and rebate enquiries
Referralsintake and triage routing
Consent registerrecording and contact
Only the bottom layer is specific to health administration. The
three above it are identical in every deployment, which is the point: the
voice layer does not need to know what industry it is in, only which systems
it is allowed to reach and what it may say.
What it changes
Mechanisms, not projections. Each of these follows from something structural
about the work, so you can check whether it holds for your own queues.
Reception time returns to people who are presentAdministrative calls stop competing with the person at the desk.
Empty appointment slots get filledAvailability is offered to callers instead of lost to voicemail.
Recalls actually completeOutbound with rescheduling in the same conversation, rather than a letter that is ignored.
Clinical risk is bounded by designThe agent has no clinical tools and no clinical data, so it cannot advise even if asked.
What the agent actually does
Appointment bookingOffer real availability, book it, and confirm by message before the call ends.
Recalls and remindersOutbound with consent checked, rescheduling in the same conversation.
Billing and rebatesAnswer fund and rebate questions without touching clinical detail.
What keeps it deployable
No clinical adviceA hard boundary in the prompt and in tool availability; symptom talk transfers immediately.
Minimum necessary dataThe agent sees scheduling and billing fields, not the clinical record.
Consent and erasureRecording consent captured per call; erasure redacts in place.
Reception time lost to administrative calls is time not spent with people who are physically present.
NextRead the source
Everything above is in the open-source Community edition. Nothing on
this page needs a licence.
NextRun it yourself
Point it at your provider account and put one queue through it before
you talk to anybody.
NextThen buy the guarantees
An Enterprise agreement adds the SLA and the
support contract when it carries real volume.