> ## Documentation Index
> Fetch the complete documentation index at: https://help.allcare.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Training Slide Deck

> The 12-slide deck used in the May 4, 2026 internal launch and training meeting.

<Note>
  Original deck: 12 content slides + 3 inline demo blocks. 90-minute meeting,
  Monday May 4, 2026, 9:00–10:30 AM. Cutover same day at 10:30 AM.
</Note>

**Presenter:** Ramy Barsoum (CPO)
**Audience:** All AllCare teams. Primary focus: Care Partners (Human Concierge).
**Order:** open frame → Care Partner walkthrough → pillar teams walkthrough → AI Concierge deep dive → governance + cutover. Humans-first, AI-under-the-hood last.

## Slide 1. Title

# AI Concierge Goes Live

**Today. 10:30 AM.**

Internal Launch & Training
Monday, May 4, 2026

## Slide 2. Agenda (90 min)

| Block | Duration | What                                  |
| ----- | -------- | ------------------------------------- |
| 1     | 10 min   | Why we're here + the model            |
| 2     | 20 min   | **Demo:** Care Partner walkthrough    |
| 3     | 5 min    | Care Partner recap                    |
| 4     | 15 min   | **Demo:** Pillar teams walkthrough    |
| 5     | 5 min    | Pillar teams recap                    |
| 6     | 12 min   | **Demo:** AI Concierge under the hood |
| 7     | 8 min    | What the AI does + governance         |
| 8     | 10 min   | Week 1 rule + cutover                 |
| 9     | 5 min    | Q\&A + GO call                        |

## Slide 3. Why now

**One system. One workflow. One source of truth.**

* Freshdesk goes read-only at 10:30 AM today
* Every channel (fax, email, portal) lands in one place: AllCare
* AI does the first two steps. We keep doing the last two.
* This is the foundation for everything we ship next.

## Slide 4. The four-step model

```mermaid theme={null}
flowchart LR
    A["<b>1. Intake + Extract</b><br/><i>AI Concierge</i>"]:::ai
    B["<b>2. Classify + Pre-Dispatch</b><br/><i>AI proposes, CP confirms</i>"]:::hybrid
    C["<b>3. Pillar does work</b><br/><i>Pharmacy / Clinic / Routing</i>"]:::human
    D["<b>4. Follow-up + Communicate</b><br/><i>Care Partner</i>"]:::human
    A --> B --> C --> D
    classDef ai fill:#dbeafe,stroke:#2563eb,color:#1e3a8a
    classDef hybrid fill:#fef3c7,stroke:#d97706,color:#78350f
    classDef human fill:#dcfce7,stroke:#16a34a,color:#14532d
```

The AI books the restaurant. It doesn't cook the meal. Steps 1-2 are AI-assisted. Steps 3-4 are humans, end to end.

## Slide 5. Before & After

|                             | **Before (right now)**                   | **After (10:30 AM today)**         |
| --------------------------- | ---------------------------------------- | ---------------------------------- |
| **Where requests land**     | Freshdesk inboxes                        | AllCare AI Concierge               |
| **Who reads them first**    | Whoever's assigned the inbox             | The AI extracts and classifies     |
| **Who decides the pillar**  | The recipient guesses or routes manually | AI proposes, Care Partner confirms |
| **Where pillar teams work** | Freshdesk tickets                        | Pillar Landing Stage Page          |
| **Who closes the loop**     | Whoever picked it up                     | Care Partner (always)              |
| **Where attachments live**  | Freshdesk                                | AllCare task record                |

## Slide 6. Who does what

| **AI Concierge**         | **Care Partners**                         | **Pillar Teams**         | **Everyone Else**           |
| ------------------------ | ----------------------------------------- | ------------------------ | --------------------------- |
| Intake from all channels | Review every Pre-Dispatch task            | Watch your Landing Stage | Awareness only              |
| OCR + entity extraction  | Click Dispatch (or edit, reroute, cancel) | Claim a task             | Know where to send requests |
| Patient resolution       | Follow up on dispatched tasks             | Download attachment      | Know who to ask if stuck    |
| Pillar classification    | Communicate with requester                | Do the work              |                             |
| Quality audit            | Handle external domain routing            | Mark done                |                             |
| Surface to Pre-Dispatch  |                                           |                          |                             |

***

> **STOP. DEMO BLOCK 1: Care Partner walkthrough. \~20 min. Resume on Slide 7.**

***

## Slide 7. Care Partner: what you just saw

**You have two queues.**

1. **Pre-Dispatch queue** (the new work).
   Every task waits here for your dispatch click. Even the obvious ones. Always. *Decision 1 from the launch brief: full HITL on every task. No thresholds, no exceptions.*

2. **Open Tasks queue** (your existing follow-up work).
   Dispatched tasks where you own the loop. Same pattern as today, sourced from AllCare instead of Freshdesk.

**The 3-minute review, four actions:**

| Action               | When                                               |
| -------------------- | -------------------------------------------------- |
| **Approve as-is**    | All green. Click Dispatch.                         |
| **Edit + Approve**   | Mostly right, 1-2 fields off. Edit, then Dispatch. |
| **Reject + Reroute** | Wrong pillar entirely.                             |
| **Reject + Cancel**  | Noise, spam, duplicate, misfax.                    |

**External domains** (lab, imaging, home health, hospice) → set pillar to External, pick vendor, you own follow-up.

**When in doubt → escalate to your Pillar Champion.** Don't guess.

***

> **STOP. DEMO BLOCK 2: Pillar teams walkthrough. Pharmacy → Clinic → Routing. 5 min each. Resume on Slide 8.**

***

## Slide 8. Pillar teams: what you just saw

**Same job. New interface.**

1. Open your **Landing Stage Page**
2. See tasks assigned to your pillar in Tasks Pool
3. **Claim** the task
4. **Download** attachments, **read** the AI summary
5. **Do the work** the way you always have
6. **Mark done** when complete (auto-notifies the Care Partner)

**Three pillars, same pattern:**

* **Pharmacy** (AllRx): refills, prior auths, med questions
* **Clinic** (AllCare): provider notes, intake forms, clinical questions, billing
* **Routing**: scheduling, transport, dispatch logistics

***

> **STOP. DEMO BLOCK 3: AI Concierge under the hood. \~12 min. Resume on Slide 9.**

***

## Slide 9. What the AI does (and doesn't do)

**What the AI does, in 12 seconds, on every request:**

* Receives from any channel (fax, email, portal)
* OCR + text extraction
* Resolves patient → VERIFIED / PROVISIONAL / NOT\_FOUND
* Classifies → pillar + task type + subtype + urgency
* Runs Quality Audit
* Surfaces to Pre-Dispatch with reasoning trace

**What the AI does NOT do:**

* Decide on its own that a task is dispatched
* Resolve PROVISIONAL or NOT\_FOUND patients without help
* Communicate with requesters
* Close the loop
* Take action on external domain routing
* Set urgency lower than P0 without human review

## Slide 10. What we're tracking

**Every dispatch decision is logged. We watch six numbers daily.**

| Metric                      | Why it matters                            |
| --------------------------- | ----------------------------------------- |
| Edit rate at Pre-Dispatch   | How often AI got it close-but-not-perfect |
| Reject + Reroute rate       | How often AI picked the wrong pillar      |
| Reject + Cancel rate        | Noise volume coming through intake        |
| P0 misclassifications       | Patient safety floor (must be zero)       |
| Time-in-queue (P0/P1/P2/P3) | Speed by priority                         |
| PHI audit anomalies         | Compliance floor (must be zero)           |

**Daily 4 PM review** with Care Partners + Sakr + Ramy. Bring patterns. Bring frustrations. This is how the AI gets better.

## Slide 11. Week 1 rule + ramp plan

**Week 1: every task waits at Pre-Dispatch. No exceptions.**
Even when the AI is 99% confident. Care Partner clicks Dispatch.

**HITL exits per pillar when ALL of these hold for 14 consecutive days:**

| Metric                      | Threshold |
| --------------------------- | --------- |
| Edit rate                   | \< 5%     |
| Reject + Reroute            | \< 1%     |
| Reject + Cancel (non-noise) | \< 1%     |
| P0 misclassifications       | 0         |
| PHI audit anomalies         | 0         |

**Re-engagement is automatic.** If edit rate spikes above 10% in any 24h window after exit, HITL re-enables. The 14-day clock restarts.

## Slide 12. Cutover + where to get help

**Cutover: today, 10:30 AM. Right after this meeting ends.**

| When                    | What                                                          |
| ----------------------- | ------------------------------------------------------------- |
| **10:30 AM**            | Freshdesk goes read-only. AllCare is live.                    |
| **10:30 AM – 12:30 PM** | War room active in `#ai-concierge-launch`. Eng on standby.    |
| **All day**             | Slack-first for any question.                                 |
| **4:00 PM**             | Daily review (Care Partners + Sakr + Ramy). Mandatory week 1. |

**Where to ask for help:**

* Slack: `#ai-concierge-launch` (always-on, fastest)
* Pillar Champions: Sharl (Pharmacy), Ryan (Clinic), Mina (Routing), Germin & Melinda (Care Partners)
* P0 emergencies: page Ramy + Sakr direct

**What to do at 10:30 AM:**

1. Walk back to your desk.
2. Open AllCare. Log in.
3. Open your role's job aid (printed, in your hand).
4. Work the queue.
5. Ask in Slack the moment you're unsure.

# Questions?