Online Doctor Service:
Cutting Patient Verification Time by Over 90%
How a private online doctor service, operating on behalf of retail pharmacies and doctors, absorbed a 130% surge in calls by automating patient verification and using AI analytics to decide what to automate next.
The Challenge
A private online doctor service, delivering consultations and prescriptions on behalf of retail pharmacies and doctors, saw demand outpace its team. Inbound calls grew by 130% in twelve months while online messaging volumes kept rising. With much of the patient journey sitting with partner pharmacies, delays and backorders turned into "where is my order?" calls.
- Average wait times quadrupled, peaking at 11 minutes
- Call abandonment reached 46% at peak
- Agent tenure fell from two to three years to six to twelve months
- Patient identification was lengthy and manual, slowing every call
- Patient and order information sat across multiple systems
- No visibility of partner pharmacy stock or dispatch status
- Rotas built manually in spreadsheets with limited reporting
The Solution
CloudInteract combined Amazon Connect Customer with Apollo by CloudInteract to remove friction from the start of every call and build a data-led automation roadmap, using Amazon Lex, Amazon Contact Lens and Amazon Bedrock.
- Deployed Apollo by CloudInteract to analyse call drivers and identify automation opportunities
- Built automated identity and verification using a smart IVR on Amazon Lex
- Integrated CRM and patient data into the agent desktop for unified patient context
- Deployed Amazon Connect Contact Lens for call analysis and quality insight
- Identified 65% of call volume for automation, led by order status, changes and cancellations, and product availability
- Established a secure, AWS-native foundation for generative AI with Amazon Bedrock
Why CloudInteract
CloudInteract started with the data, not the technology. Apollo analysis showed exactly where time was being lost and which calls could be automated. We fixed the step every caller goes through first, verification, then built the foundation to automate the rest.
Project Timeline
Analysed call reasons across patient, pharmacy and order queues with Apollo
Designed automated identity and verification flows and agent desktop integrations
Connected CRM and patient data into a unified agent view on Amazon Connect Customer
Deployed to production with ongoing tuning via Apollo and Contact Lens
Technology Stack
Key Results
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