Run a Mini-FMEA Before AI Routes Messages

An AI router will classify patient portal messages into billing, scheduling, refill, routine clinical, or urgent clinical queues. Mini-FMEA: process step -> failure mode -> effect -> priority -> control The common trap is testing average routing accuracy while ignoring the rare mixed-intent messages that create the highest operational risk. Map steps Write the flow: message received, AI classifies intent, confidence checked, task created, staff acts, exceptions escalated. FMEA starts with the process because failures attach to steps, not vague worries. Name failures For each step ask: what could go wrong? Examples: symptom hidden in billing message, low confidence treated…

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