Capability C4
Time-sensitive workflow with SLAs and escalations
Each clinical or administrative request carries its service level. The platform tracks every step against the deadline and escalates before the deadline is missed, not after.
Reference builtReference implementation existsThe durable workflow and checkpoint patterns have reference implementations. The service-level rules are designed for this solution.
What happens
- A service request starts a durable timer for the applicable service level.
- Each step records its start and finish.
- Escalations are raised at set points before the deadline.
How the AI platform addresses it
- Durable workflows keep the timer and the state of each step, so a restart of a service does not lose a deadline.
- Escalation points are set per service level. Each level routes to the accountable workflow owner, operational lead, and requesting organization according to policy.
- Every escalation is recorded, so the delay and its cause can be reported.
AI role
The model summarizes the open items for each escalation. It does not change the timer or the step.
Approval
The report lead decides on any extension, and the extension is recorded.
Systems involved
- Report workflow
- Logic Apps and Durable Functions
- Salesforce
- Notifications
Reference components
- Claim payout saga with durable steps
- Prior authorization workflow with checkpoints