AI Transparency

• OpenAI GPT-4o-mini — holds the conversation, understands what the caller is asking for, and decides which action to take (e.g. book, reschedule, transfer), for every industry except Restaurants.
• OpenAI GPT-4o — the same role, for Restaurant callers specifically. Restaurant ordering conversations found gpt-4o-mini unreliable at correctly calling the menu/order-lookup tools, so that vertical runs the larger model.
• Deepgram Nova-2 — converts the caller's speech into text in real time.
• Cartesia Sonic — converts Ella's responses back into speech.

Ella checks your clinic's real-time appointment availability and business hours before offering a time slot, and uses natural language understanding to work out what the caller wants (booking, rescheduling, cancelling, a question, or an emergency). No decision significantly affecting a caller's rights is made without human oversight — clinic staff review all bookings.

Any caller can ask for a human receptionist instead of Ella at any point during a call, simply by saying "transfer me to a person." Ella will hand the call to your clinic's configured transfer number.

• Call transcripts are retained for 90 days.
• Call recordings (where enabled) are retained for 90 days, then automatically deleted.

Ella is an administrative booking assistant. She does not provide medical advice, diagnosis, or treatment. Always consult a qualified healthcare professional for medical concerns.

Every appointment Ella books is visible to clinic staff in the dashboard and subject to their confirmation — Ella's booking is a proposal clinic staff can adjust or decline, not a final, unreviewable decision.

Questions or complaints about how our AI handled a call can be sent to support@zyncoai.com.