Programmable healthcare call center software with HIPAA-compliant AI

Why AI for healthcare keeps failing in production

Why assembling a healthcare contact center from traditional vendors doesn't work

Most healthcare call centers are assembled: a CPaaS for telephony, a telehealth vendor for video, a separate AI layer for patient conversations, and a fax service on top of that. Each vendor solves one channel and creates one more compliance boundary to manage. When something breaks, no single vendor owns the call and no single audit trail explains what happened.

Programmable healthcare call center software with HIPAA-compliant AI built in

HIPAA-compliant AI on SignalWire is structural, not instructional. System-Directed AI scopes what patient data the model can see at each step of the conversation: PHI stays in tool handlers, not in the model context window. Voice, SMS, video, fax, and AI are covered under one BAA. One platform, one audit trail, one compliance posture.

A HIPAA-compliant AI patient scheduling agent on SignalWire is a single SWML document. System-directed AI scopes what data the model can access at each conversation step. Identity verification tools are available before appointment tools, and PHI never enters the model context window directly. Compliance is enforced by architecture, not by prompt.

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a patient scheduling assistant for Acme Health.
            Verify the patient identity before accessing any
            account information. Schedule, reschedule, or cancel
            appointments as requested. Transfer to clinical staff
            for medical questions.
        languages:
          - name: English
            code: en-US
        SWAIG:
          functions:
            - name: verify_patient_identity
            - name: lookup_appointments
            - name: schedule_appointment
            - name

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a patient scheduling assistant for Acme Health.
            Verify the patient identity before accessing any
            account information. Schedule, reschedule, or cancel
            appointments as requested. Transfer to clinical staff
            for medical questions.
        languages:
          - name: English
            code: en-US
        SWAIG:
          functions:
            - name: verify_patient_identity
            - name: lookup_appointments
            - name: schedule_appointment
            - name

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a patient scheduling assistant for Acme Health.
            Verify the patient identity before accessing any
            account information. Schedule, reschedule, or cancel
            appointments as requested. Transfer to clinical staff
            for medical questions.
        languages:
          - name: English
            code: en-US
        SWAIG:
          functions:
            - name: verify_patient_identity
            - name: lookup_appointments
            - name: schedule_appointment
            - name

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a patient scheduling assistant for Acme Health.
            Verify the patient identity before accessing any
            account information. Schedule, reschedule, or cancel
            appointments as requested. Transfer to clinical staff
            for medical questions.
        languages:
          - name: English
            code: en-US
        SWAIG:
          functions:
            - name: verify_patient_identity
            - name: lookup_appointments
            - name: schedule_appointment
            - name

How SignalWire handles healthcare call center compliance and BAA coverage

HIPAA compliance on SignalWire is structural. PHI stays out of the AI model context window by design: tool handlers receive and process patient data, the model sees only the result. System-directed AI governs what each agent can access at each conversation step, enforced by the platform, not by prompt instruction. A single BAA covers voice, SMS, AI, video, fax, and all communications processed by SignalWire services. Unlike providers that restrict BAAs to enterprise plans, SignalWire offers BAA coverage to all customers.

Flexible BAA plans for HIPAA-compliant communications

SignalWire's BAA and HIPAA compliance support are available across two tiers.

• Startup — $100/month BAA fee, with a $1,000/month minimum API usage commitment

• Enterprise — $1,000/month BAA fee, with a $5,000/month minimum API usage commitment