In healthcare, AI should never work alone.

At Puppeteer, we believe that automation is only powerful when it's safe, transparent, and accountable. That’s why we’ve built Human-in-the-Loop (HITL) into every assistant we deploy, giving your team control over critical patient interactions.

With HITL, your AI knows when to pause, when to escalate, and when to let a human step in.

What Is Human-in-the-Loop?

Human-in-the-Loop means your AI assistant isn't operating in isolation. Instead, it works alongside your team, keeping them informed, involved, and in control.

In practice, HITL lets you:

• Review patient interactions

• Understand how the AI made a decision

• Step in when conversations need a human touch

• Request behavior updates to continuously improve your workflows

Whether you're handling high-risk conditions or standard patient outreach, HITL ensures the right balance between automation and oversight.

You’re Always in the Loop

We designed Puppeteer to give you complete visibility. Here’s how Human-in-the-Loop works inside our platform:

🔍 See Every Message (Calls + SMS)

Every conversation — whether it's an automated text or a phone call — is saved in a single, unified timeline. Your team can:

• Browse or audit any interaction

• Search for specific topics or patient issues

• Use this data to monitor performance and fine-tune operations

You’re never in the dark about what the AI said or why it said it.

🧠 Understand AI Decisions

Puppeteer logs the reasoning behind every message the agent sends.

• Was it following a preset rule?

• Was it making a decision based on a patient variable?

• Was it unsure and using fallback logic?

This level of transparency builds trust — both for your care team and your compliance team.

📬 Request Behavior Updates (And Track Them)

You can’t improve what you can’t see — and that’s where HITL collaboration shines.

When your team sees a message that feels off, you can flag it and request a change. Our team will:

• Review the case

• Propose safer or clearer alternatives

• Update your agent's logic with testing and documentation

You’ll always know what’s changed, why, and when it goes live. No surprises.

🚨 Escalate Messages That Matter

Sometimes, AI should step back. With Human-in-the-Loop logic, we configure smart escalation rules that notify your team in real time.

Common triggers:

• Mental health risks (e.g., suicidal language)

• Critical symptoms (e.g., chest pain, trouble breathing)

• Medication concerns

• Complex insurance or legal questions

In these cases, the AI pauses. Your team gets full context — and can respond quickly and safely.

How It Works in Real Life

Imagine your agent checks in with a patient two days after discharge.

The patient replies:

“I’ve stopped taking my meds. I feel lightheaded and my chest hurts.”

The AI immediately recognizes that this is outside of its safe handling zone.
Instead of guessing, it triggers an escalation. A care team member is notified, views the conversation history, and takes over.

This is Human-in-the-Loop in action — AI doing 90% of the work, but knowing when to defer to the humans.

Why HITL Matters in Healthcare

Healthcare automation isn’t about speed alone — it’s about doing things right.

Human-in-the-Loop ensures:

• ✅ Safety — Escalate when there’s clinical risk

• ✅ Compliance — Track every decision and edit

• ✅ Trust — Build confidence with your team and patients

It’s the best of both worlds: scalable automation with built-in guardrails.

Let AI Handle More — Without Letting Go

Human-in-the-Loop isn’t a feature we added later. It’s how Puppeteer was designed from day one.

Your AI agent can:

• Contact thousands of patients at once

• Gather detailed data through phone and SMS

• Follow smart workflows

• All while giving your team the ability to step in when it matters most

This is what safe, smart automation looks like.

✅ Want to See HITL in Action?

We’d love to show you how Human-in-the-Loop works — live.

Book a demo to test it in real time and explore how HITL can give your team both speed and control.