How it fits together

A call’s journey in OlivIA, from the protocol to the control tower

In OlivIA everything revolves around the protocol. From it, every call goes through the same stages:

1. Protocol design. Define the questionnaire and the conversational flow: questions, phrases, decision nodes, conditional rules, and variables. Each protocol is versioned and validated before activation.
2. Enrollment and scheduling. Patients are enrolled in a protocol and calls are scheduled —individually or in bulk—, respecting time windows and the calendar.
3. Voice call. The agent runs the conversation following the protocol: it validates answers, retries when needed, detects red flags, and escalates or transfers according to the rules.
4. Control tower. Each call’s outcome —transcript, answers, risk, and alerts— becomes available for clinical review and operational analysis.

What teams observe in the control tower feeds adjustments to the protocol, and those adjustments return to production once validated. This continuous loop enables evolution without losing stability or traceability.