How Wattson works

AI workflows that fit the systems and rules you already use.

Wattson coordinates patient access and engagement workflows across channels, scheduling rules, EHR connections, consent state, analytics, and staff handoffs.

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Wattson access queue organizing inbound demand, referrals, web requests, and staff handoffs

One request, end to end

From patient demand to the system of record.

Step 1Missed callVoice and after-hours demand become structured work.
Step 2Context collectedPatient, visit, location, and coverage details shape the request.
Step 3Visit window matchedAvailability and configured scheduling rules narrow the path.
Step 4Action completedWattson books in the system of record or creates a staff-ready handoff.

Wattson matching a visit window using availability and scheduling rules

Workflow coverage

The layer between a patient signal and the next action.

Trigger	Rules and context	Action	Systems
Inbound access request	Patient identity, appointment type, location, provider availability, insurance need, consent state	Answer, collect, schedule, or route	Voice, web, SMS, EHR/PM
Referral follow-up	Referral source, specialty, urgency, missing documents, outreach permissions	Start outreach and gather missing context	Referral queue, EHR/PM, SMS, email
Cancellation or no-show	Cancellation reason, slot timing, waitlist fit, patient preference	Offer reschedule or refill the opening	Schedule, waitlist, messaging
Post-visit follow-up	Visit outcome, follow-up timing, recall cohort, channel preference	Trigger recall, reactivation, or follow-up booking	Pulse, schedule, SMS, email

Automate when the path is clean. Hand off when review is better.

Direct automation

For connected systems and requests that match the configured workflow rules.

Supported EHR/PM scheduling or write-back
Required patient and visit details present
Audit event recorded for the completed action

Staff-confirmed action

For policy, system, coverage, or request complexity that benefits from human review.

Structured queue item with patient context
Conversation summary and next step
Escalation reason preserved for review

Implementation proof

Launch one workflow, then expand.

Map the rules, systems, handoffs, and measurement plan before extending across locations or service lines.

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Connected systems

Write into supported systems or create staff-confirmed actions.

Consent-aware rules

Use communication preferences and channel consent before outreach.

Reviewable history

Preserve workflow activity, handoffs, and preference changes.

Phased launch

Start with one high-volume workflow and expand after proving the lift.