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Healthcare & Public Sector

Online Doctor Service:
Online Doctor Service: 90% Faster Patient Verification and 20% Shorter Calls with Amazon Connect & Apollo

A private online doctor service for retail pharmacies and doctors cut patient verification time by over 90% and talk time by 20% with Amazon Connect and Apollo by CloudInteract.

>90%
Faster Patient Verification
Automated identity checks cut verification time from minutes to seconds
20%
Reduction in Talk Time
Pre-call verification and CRM integration streamline every interaction
65%
Automation Potential Identified
Apollo call driver analysis pinpointed high-volume repeatable workflows
46% → Near Zero
Peak Abandonment Reduction
Patients reach the right support faster, virtually eliminating queue drop-offs

The Challenge

A rapidly growing private online doctor service, delivering remote consultations and prescription services for leading retail pharmacy chains and digital health providers, saw contact centre volumes surge. As call volumes escalated, existing telephony and manual workflows could not keep pace, straining agents and frustrating patients.

  • 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

1
Call Driver Analysis

Analysed call reasons across patient, pharmacy and order queues with Apollo

2
Automation Design

Designed automated identity and verification flows and agent desktop integrations

3
Integration & Build

Connected CRM and patient data into a unified agent view on Amazon Connect Customer

4
Go-Live & Optimisation

Deployed to production with ongoing tuning via Apollo and Contact Lens

Technology Stack

Amazon Connect CustomerApollo by CloudInteractAmazon Contact LensAmazon BedrockAmazon LexAWS LambdaAmazon DynamoDBAmazon S3Amazon Athena

Key Results

>90%
Faster Patient Verification
20%
Reduction in Talk Time
65%
Automation Potential Identified
46% → Near Zero
Peak Abandonment Reduction

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