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Day 1: Monday, May 4, 2026 at 10:30 AM. Freshdesk goes read-only. AllCare AI Concierge becomes the home for every inbound request.

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What is AI Concierge?

You send a task to the AI. It doesn’t do the job itself. It finds the right person or company to do it, hands it off, and follows up until it’s finished. If the AI can’t find the right person or the task gets stuck, it flags a human to step in.
The AI books the restaurant. It does not cook the meal.

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The four-step model

  1. Intake + Extract (AI). Reads the inbound request, OCRs any attachments, extracts structured fields.
  2. Classify + Pre-Dispatch (AI proposes, Care Partner confirms). Picks pillar, task type, subtype, urgency. Flags external domains.
  3. Pillar does work (Pharmacy / Clinic / Routing). Same job as today, new screen.
  4. Follow-up + Communicate (Care Partner). Owns the loop end-to-end.

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Who does what

Each role has a dedicated job aid in their persona tab. Find yours below.

Care Partners

Run Pre-Dispatch. Own every task to closure.

Pharmacy Team

Work the Pharmacy queue. Refills, prior auths, med questions.

Clinic Team

Work the Clinic queue. Provider notes, intake forms, billing, clinical questions.

Routing & Logistics

Work the Routing queue. Scheduling, transport, dispatch logistics.

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Reference

Pre-read FAQ

13 questions you’re going to ask, answered.

Training Slide Deck

The 12-slide deck used in the May 4, 2026 internal launch.

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Governance

  • Week 1 rule: every task waits at Pre-Dispatch for a Care Partner click. No exceptions, no thresholds.
  • HITL exit per pillar: when edit rate < 5%, reject-reroute < 1%, P0 misclassifications = 0, PHI audit anomalies = 0, sustained for 14 consecutive days.
  • Daily 4 PM review with Care Partners + Sakr + Ramy during week 1. The direct line into prompt fixes.
  • Re-engagement is automatic. If edit rate spikes above 10% in any 24h window after exit, HITL re-enables and the 14-day clock restarts.

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Getting help

  • Urgent / blocking: Slack #ai-concierge-launch
  • Non-blocking issues: click Report Bug in AllCare → fires to #concierge-bugs + Linear
  • P0 emergencies: page Ramy + Sakr direct
  • Pillar Champions: Sharl (Pharmacy), Ryan (Clinic), Mina (Routing), Germin & Melinda (Care Partners)