Effective healthcare outreach requires an AI agent that can navigate the reality of legacy telephony systems and multi-cloud environments. In this technical deep-dive, we showcase a production-ready architecture that bridges Google Cloud conversational AI with third-party contact center platforms to power secure, scalable, and HIPAA-compliant member outreach.
We will analyze the end-to-end architecture, highlighting how Google Cloud Cross-Cloud Interconnect enables secure connectivity while maintaining a strong security posture. You will learn how we engineered AI "playbooks" to manage complex conversational workflows, including seamless IVR-to-IVR communication and high-fidelity Answering Machine Detection (AMD). We will also demonstrate how the AI agent intelligently navigates external legacy IVR systems, automating workflows traditionally handled by human agents.

Attendees will leave with a reference architecture and practical design patterns for building secure, multi-cloud AI solutions for contact center automation and beyond.