Automated triage categorization based on symptoms

Purpose

1. Rapidly classify incoming symptom information to direct ambulance calls toward correct medical response.

2. Reduce manual triage errors and response times during high-pressure emergency intake.

3. Ensure consistent, protocol-driven categorization based on structured medical symptom data.

4. Enable real-time routing and alerting of clinical teams, improving patient outcomes.

Trigger Conditions

1. New call received with patient symptom input (via phone, SMS, web, app, or chatbot).

2. Symptom report received from integrated hospital, care home, or remote medical device.

3. Data entry of symptoms by field staff or contact center agents.

4. Electronic triage form submission from patient or third-party.

Platform Variants

1. Twilio Programmable Voice

• Feature/Setting: Voice calls auto-transcribe to text; connect with speech-to-text webhook for real-time trigger.
  

2. Twilio Studio

• Feature/Setting: Drag-and-drop flow for patient symptom question routing; configure “Split Based On” for symptom analysis.
  

3. Microsoft Power Automate

• Feature/Setting: Logic flow triggered by new message/contact; use Text Analytics API for symptom keyword detection.
  

4. AWS Comprehend Medical

• Feature/Setting: Medical entity extraction from text; configure with symptom trait mapping API.
  

5. IBM Watson Assistant

• Feature/Setting: Intent recognition on chat/app/IVR; configure webhook to escalate based on symptom patterns.
  

6. Google Dialogflow CX

• Feature/Setting: Entity extraction and route intent to triage webhook endpoint.
  

7. Salesforce Health Cloud

• Feature/Setting: “Care Plan” triggered from case; configure “Flow Builder” to scan symptom input for triage logic.
  

8. ServiceNow Healthcare and Life Sciences

• Feature/Setting: New Incident trigger; automate categorization using Virtual Agent symptom classifier.
  

9. Zendesk Support

• Feature/Setting: Ticket creation webhooks; run Support Automation to assign medical urgency tags.
  

10. Genesys Cloud CX

• Feature/Setting: Flow Automation triggers on interaction; route via “Architect Bot” category nodes.
  

11. Medallia Experience Cloud

• Feature/Setting: Real-time text analysis triggers survey automation on symptom keyword match.
  

12. Zoho Desk

• Feature/Setting: Custom workflow rules parse submitted ticket for symptoms, triggering categorizations.
  

13. PagerDuty

• Feature/Setting: “Event Rules” process incident payloads, auto-categorizing by extracted symptom field.
  

14. Slack Workflows

• Feature/Setting: Form intake connected to “Slack Functions”; use text analysis block to process symptoms.
  

15. Google Cloud Functions

• Feature/Setting: HTTP-triggered function parses JSON payload for symptom keywords, calls downstream API.
  

16. Azure Logic Apps

• Feature/Setting: Trigger on incoming request, use built-in “Text Analytics” to extract and route symptom data.
  

17. Intercom

• Feature/Setting: Custom bot rules parse inbound chats for medical keywords, trigger symptom category tags.
  

18. Freshdesk

• Feature/Setting: Workflow automations assign category based on symptom content in tickets/forms.
  

19. Health Gorilla

• Feature/Setting: FHIR API listens for Observation resource events, triggers categorization workflows.
  

20. Integromat (Make)

• Feature/Setting: Multi-step scenario; webhooks process symptom data with “Text Parser” and categorize via conditional routes.
  

Benefits

1. Minimizes manual intake errors and subjectivity.

2. Accelerates the patient care pathway from first contact to ambulance dispatch.

3. Frees up staff time for clinical care rather than data entry or initial triage.

4. Delivers immediate, accurate case prioritization aligned to medical protocols.

5. Easily audit, report, and improve triage accuracy over time.