How Clarus Care uses Amazon Bedrock to deliver conversational contact center interactions

This post was cowritten by Rishi Srivastava and Scott Reynolds from Clarus Care.

Many healthcare practices today struggle with managing high volumes of patient calls efficiently. From appointment scheduling and prescription refills to billing inquiries and urgent medical concerns, practices face the challenge of providing timely responses while maintaining quality patient care. Traditional phone systems often lead to long hold times, frustrated patients, and overwhelmed staff who manually process and prioritize hundreds of calls daily. These communication bottlenecks not only impact patient satisfaction but can also delay critical care coordination.

In this post, we illustrate how Clarus Care, a healthcare contact center solutions provider, worked with the AWS Generative AI Innovation Center (GenAIIC) team to develop a generative AI-powered contact center prototype. This solution enables conversational interaction and multi-intent resolution through an automated voicebot and chat interface. It also incorporates a scalable service model to support growth, human transfer ...