Clarus Care builds a generative AI-powered healthcare contact center prototype with Amazon Bedrock, Amazon Connect, and Amazon Lex
Healthcare practices managing high volumes of patient calls face long hold times, frustrated patients, and overwhelmed staff, while Clarus's legacy menu-driven IVR forced patients through rigid menu options that limited resolution of complex multi-intent needs and caused communication bottlenecks that could delay critical care coordination.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Patient initiates contact
A patient initiates contact through either a phone call or web chat interface.
Tools used
Amazon BedrockAmazon ConnectAmazon LexAmazon NovaAnthropic's Claude 3.5 SonnetAmazon Nova ProAmazon Nova SonicAmazon CloudFrontAmazon S3Converse API
Outcome
Clarus Care developed a prototype generative AI contact center capable of handling multiple patient intents per call through voice and web chat channels, with smart transfer capabilities and an analytics pipeline for performance monitoring, providing a scalable foundation for their growing customer base.
What failed first
The legacy IVR required patients to navigate rigid menus and relied on rigid name matching and extension numbers, making it unable to handle natural name variations or complex multi-intent requests in a single interaction.