Overview

On June 12, 2024 AWS unveiled Amazon Connect Health, an agentic AI platform built specifically for health‑care providers and the patients they serve. The service integrates with electronic health‑record (EHR) systems to automate verification, scheduling, documentation, and coding tasks that traditionally consume the majority of call‑center time. By shifting these repetitive processes to AI, clinics can free clinicians for direct patient interaction and shorten the path from appointment request to care delivery—an outcome that matters to any Amazon seller operating in the health‑care space.

Key Points

• Purpose‑built AI — Amazon Connect Health is the first AWS solution designed exclusively for health‑care workflows, rather than a repurposed generic chatbot.
• Call‑time reduction — Early pilots at UC San Diego Health reported a one‑minute saving per call and a weekly diversion of roughly 630 hours from verification to patient assistance.
• Abandonment drop — Departments that adopted the tool saw call‑abandon rates fall by 30 % on average, with some units achieving a 60 % decline.
• End‑to‑end coverage — The platform handles the full patient journey: identity confirmation, appointment booking, medical‑history aggregation, real‑time note drafting, and billing‑code generation.
• Human‑in‑the‑loop — Complex clinical queries trigger an automatic handoff to a live agent, preserving the need for human judgment while still eliminating routine tasks.

How Amazon Connect Health Works

1. Patient intake — A caller states a request such as “I need a follow‑up after work next week.” The AI verifies identity, checks insurance eligibility, and pulls the patient’s latest records from the connected EHR.
2. Availability matching — Using real‑time provider schedules, the system proposes open slots that align with the caller’s preferences and confirms the appointment before the call ends.
3. Pre‑visit preparation — Once booked, the AI compiles a concise summary of the patient’s active conditions, recent lab results, and any care gaps, delivering the brief to the clinician ahead of the visit.