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Healthcare & Telehealth

Digital Healthcare Provider:
Delivering Faster, Smarter, and More Trusted Patient Interactions

Breaking down data silos to radically accelerate patient verification and improve clinical routing, reducing talk time by 20% while achieving over 90% faster identity verification.

>90%
Faster Patient Verification
Automated IDV replaced manual processes, dramatically accelerating call handling
20%
Reduction in Talk-Time
Agents now have full patient context before answering, eliminating repeat questions
100%
Data Silos Removed
All clinical data sources unified into a single real-time patient profile

The Challenge

Manual processes and data silos were creating severe delays and time pressures on clinical staff. High call volumes across critical queues were leading to slow resolutions, jeopardising the patient experience.

  • Patient identity verification was entirely manual and painfully slow
  • Clinical data trapped in disconnected silos causing repeat information requests
  • High call volumes overwhelming queues for prescriptions and clinical queries
  • Agents unable to see a unified patient profile, leading to long handle times
  • No intelligent routing—calls were landing with the wrong specialists

The Solution

By implementing Amazon Connect alongside Apollo by CloudInteract (leveraging AWS Bedrock and Lex), we deployed intelligent automation that unifies customer profiles and securely automates clinical routing workflows.

  • Deployed Apollo by CloudInteract for AI-powered patient experience insights
  • Built automated identity verification using Amazon Lex and secure integrations
  • Unified disparate data sources into a single, real-time patient profile
  • Implemented intelligent clinical routing based on query type and urgency
  • Deployed Amazon Connect Contact Lens for compliance monitoring and quality assurance
  • Reduced average talk time by 20% through smarter data availability at the point of contact

Why CloudInteract

CloudInteract began with a deep analysis of the existing patient journey, identifying the points of highest friction. We designed an automation-first approach that prioritised the most impactful bottlenecks—identity verification and clinical routing—to deliver measurable improvement from Day 1.

Project Timeline

1
Patient Journey Mapping

Analysed high-friction touchpoints across clinical and pharmacy queues

2
Automation Design

Designed automated IDV and intelligent routing workflows

3
Integration & Build

Connected disparate clinical data sources into unified patient profiles

4
Go-Live & Optimisation

Deployed to production with ongoing tuning via Apollo analytics

Technology Stack

Amazon ConnectApollo by CloudInteractAmazon BedrockAmazon LexAmazon Contact LensAWS LambdaAmazon DynamoDB

Key Results

>90%
Faster Patient Verification
20%
Reduction in Talk-Time
100%
Data Silos Removed

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