Neovance:
Pioneering Agentic AI for Patient Assistance Programs
Neovance helps pharmaceutical manufacturers improve patient access to their therapies. We moved about 1,200 agents from Cisco to Amazon Connect in four months, cut operating cost by 25%, and put an Amazon Nova Sonic voice agent live since March 2026.
The Challenge
Neovance helps pharmaceutical manufacturers improve patient access to their therapies. After migrating about 1,200 agents from Cisco to Amazon Connect in four months, their objective was to introduce an AI-first strategy that could automate inbound patient support inquiries and drive proactive specialty pharmacy outreach without sacrificing the empathy and quality of human care.
- Patient Assistance Program required AI-first automation without compromising empathy or care quality
- Specialty pharmacy prescription management was entirely manual and resource-intensive
- No automated patient engagement—all outreach was handled by human agents
- Project timeline compressed by one month due to customer mandated deadlines
- Changing and inconsistent test data during build and UAT phases
- Complex provider queries involving multiple patients per call required careful AI handling
- AI response accuracy impacted by background noise and varying call quality
The Solution
CloudInteract engineered the organisation's first Agentic AI workload, implementing Amazon Bedrock, Amazon Q in Connect, and Amazon Nova Sonic speech-to-speech voice agents live in production since March 2026. The solution autonomously handles suitable inbound prescription queries while executing proactive SMS and voice campaigns.
- Built and deployed Amazon Nova Sonic speech-to-speech voice agents live in production since March 2026
- Integrated Amazon Bedrock and Amazon Q in Connect for knowledge-driven responses
- Deployed outbound SMS and voice campaigns for proactive patient engagement
- Built SMS bot for inbound prescription refill requests and outbound status updates
- Integrated with the client's Engagement Platform (CRM) and Enterprise Pharmacy System
- Delivered Apollo by CloudInteract for AI call analytics, resolution tracking, and quality management
- Start at 10 to 20% automated resolution of suitable contacts, growing to 30 to 40% in mature operation
- Client empowered to control AI knowledge base independently via amendable articles
Results
Neovance helps pharmaceutical manufacturers improve patient access to their therapies. We moved about 1,200 agents from Cisco to Amazon Connect in four months, then cut contact-centre operating cost by 25%, and a further 20% in year one. Their Amazon Nova Sonic voice agent has been live since March 2026.
Why CloudInteract
CloudInteract took a risk-aware, delivery-led approach. Extensive internal testing across the company identified and remediated issues before external UAT, resulting in very few failures during client testing. A formal Risk Acceptance document addressed AI's inherent limitations and helped the client understand and accept the technology. The project was re-baselined and critical scope decoupled when the timeline was compressed by one month.
Project Timeline
Analysed common patient queries via Apollo CX Insight and built knowledge base architecture
Built conversational IVR, integrated CRM & pharmacy systems, and deployed Amazon Nova Sonic agents
Extensive company-wide testing across scenarios, latency, accents, and edge cases
Client UAT with locked test data set and formal AI risk acceptance documentation
Amazon Nova Sonic speech-to-speech voice agent live since March 2026
Ongoing AI tuning with intent-level analysis across suitable contacts in mature operation
Technology Stack
Key Results
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