Oncology patients shouldn't wait until morning for an answer.
Newly referred patients call to book. Every oral prescription brings benefits, prior authorization, copay, refill and delivery calls. We put AI agents on Amazon Connect Customer on the calls that follow a script, at any hour and in English or Spanish, and hand anything about symptoms, side effects or care to your nurses and pharmacists with the context already gathered. It works alongside the phone system you run today.
absolute increase in mortality risk associated with each week's delay in starting treatment, in curative settings (PLOS ONE, 2019)
of Medicare prescriptions for new oral blood-cancer drugs approved but still unfilled at 90 days (Journal of Clinical Oncology, 30 September 2026)
containment on Neovance's Amazon Nova Sonic voice agent, live since March 2026
New patients, booked at any hour
The referral found, the nearest clinic with an open slot booked, and the address and what to bring sent by text. Questions about care go to a nurse navigator.
The pharmacy line after hours
Refill status, delivery dates and copay questions answered at any hour, in English or Spanish. Anything else goes straight to the on-call pharmacist with the request already written down.
Refill calls before they're due
About a week before each refill, the agent confirms the dose, the delivery and the patient's go-ahead, and hands the patient to a person the moment anything has changed.
Every clinic at night
Rescheduling across every clinic answered, and symptoms sent straight to the on-call clinician, so the clinician's night goes on clinical calls.
One standard for every clinic
Patients shouldn't need to know which clinic to ring. For networks and the management organizations that run them, the agent answers every clinic's routine calls to one standard, follows one set of handover rules your clinical leads write, and reports on all of it in one place, clinic by clinic.
Resolution depends on reach
On suitable contacts, automated resolution typically starts at 10 to 20% and grows to 30 to 40% in mature operation. The ceiling isn't set by the model. It's set by what the agent can read from and write back to: your pharmacy, scheduling and patient record systems.
When an after-hours pharmacy call turns clinical
At nine at night a caregiver calls in Spanish about her father's delivery, then mentions a new rash. The AI agent stops the routine question and connects her to the on-call pharmacist, with the record and her own words on screen.
Dramatized call. The voices and images are AI-generated.
When a new patient calls after hours
At seven in the evening a newly referred patient calls to book. The AI agent books the nearest clinic and texts her the details, then passes her question about treatment to a nurse navigator, in her own words.
Dramatized call. The voices and images are AI-generated.
The line the AI never crosses
The agent never triages symptoms and never gives medical advice. The moment a caller describes a symptom, a side effect or a worry about a medicine, it stops the routine task and connects them to a nurse or pharmacist, with the verified record and the caller's words already on screen. Your clinical and compliance leads write those rules on day one of the workshop. We make them testable and logged.
Start with two days, not a pitch
In person, at your site or an AWS office, with your team in the room.
Baseline
call volumes by line, and where time is lost.
Business case
prioritized use cases and ROI on your own numbers.
Prototype
a working AI agent on Amazon Connect Customer, tested on your scenarios.
Proposal, sent after the workshop
architecture, timeline and cost for your initial workload, usually the after-hours pharmacy line.
You don't have to change your phone system to start. The starting agent can answer one line and pass calls back into the setup you already have. If the platform ever does need to move, we've completed eight contact center migrations, every one with zero downtime, up to 6,000 advisors.
Neovance helps pharmaceutical manufacturers improve patient access to their therapies. Their Amazon Nova Sonic voice agent has been live since March 2026, handling 10,000+ interactions with 14% to 30%+ containment. Before that, we moved about 1,200 of their agents from Cisco to Amazon Connect Customer in four months against a hard divestiture deadline.
Amazon Connect Customer is HIPAA eligible. It inherits AWS's ISO 27001, ISO 27017, ISO 27018, SOC 1/2/3 and PCI DSS attestations, available through AWS Artifact.
AWS Advanced Tier Services Partner. Amazon Connect Service Delivery Partner. 8 Amazon Connect Ambassadors. More than 60 engagements for 26 customers since 2023.
Talk to Nancy
Nancy Van Delist leads our US healthcare work. Email her about your practice and the line you'd start with, and she'll come back within two working days.