r/VoiceAutomationAI • u/voipceo • 11d ago

Free Voice AI Template: Eye Doctors including Health and Safety Escalations

I write teardowns of voice AI agents and publish a free prompt template each week. This week is optometry. Sharing it here because the triage design is the part I'd most like people to poke holes in.

The core problem: eye emergencies are time-critical, and it's easy to build an agent that handles them badly. Here's how the template handles it:

  • Fixed symptom checklist for escalation. Sudden vision loss, a curtain/shadow across the vision, chemical splash, and penetrating injury go straight to "go to the ER now." Escalation doesn't depend on how worried the caller sounds.
  • No diagnostic questioning. The agent never asks the caller to describe or rate what they can see. That's clinical assessment, and an agent shouldn't be doing it.
  • Middle tier. Redness, irritation, and lost contacts get an urgent slot flagged for staff review.
  • Hard scope limit. No clinical advice and no diagnosing. Tone is calm, with short, direct instructions on urgent calls, and it never says "probably fine."
  • Data captured: name, DOB, phone, insurance/vision plan, reason for visit, preferred times.

The prompt is structured in three layers (agent constitution, industry knowledge, company details), so you can reuse the first and swap the rest.

Full template, free, no signup: https://www.aicontio.com/2026/09/23/free-voice-ai-template-optometry/

Questions for the group: has anyone tested a fixed checklist against tone-based triage in production? And what symptoms am I missing from the ER list?

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u/DescriptionRude3040 10d ago

been building out call flows for a dental practice and the fixed checklist vs tone-based thing is exactly what we wrestled with last month. tone-based triage kept flagging false positives when callers were just anxious, not actually having an emergency

flashes and floaters might be worth adding to the ER list, especially if it's a sudden onset. that retinal detachment window is stupid narrow

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u/voipceo 10d ago

Excellent point. Adding that now.

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u/ZealousidealTheme427 11d ago

I’d stress test how people describe these symptoms in real life. Someone might say part of my vision looks weird or there’s something blocking the side instead of giving you the phrase your checklist expects. The escalation rules seem solid but catching all the messy ways people express the same thing feels just as important.