Our client, a reputed service provider for US Government agencies, aimed to enhance patient experience and streamline operations by automating customer support processes for one of the government healthcare departments. With a rapidly growing patient base, the organization faced challenges in managing appointment scheduling, answering frequently asked questions, and providing timely information on services. To address these issues, we helped APIN’s team develop and deploy an omnichannel (voice, chat, and email) chatbot solution utilizing Amazon Connect and Amazon Lex bots.
Customer Needs
The primary goal for this collaboration was to implement an intelligent chatbot that would:
- ✔️ Automate appointment booking and reminders
- ✔️ Provide 24/7 support for frequently asked questions
- ✔️ Allow patients to update personal information and check their medical records securely
- ✔️ Integrate seamlessly with patient management systems to streamline administrative tasks
“I am delighted to express my utmost satisfaction and appreciation for the outstanding cloud services provided by NOVA Cloud. Their team demonstrated exceptional expertise and dedication in handling our cloud infrastructure, ensuring a seamless and efficient transition to a cloud-based environment. During our collaboration, NOVA Cloud exhibited a high level of professionalism, responsiveness, and proactive problem-solving. Their team consistently went above and beyond to address our specific needs, providing timely and effective solutions to any challenges that arose. The attention to detail and thoroughness demonstrated by NOVA Cloud has instilled confidence in our cloud infrastructure, allowing us to focus on our core business objectives.”
– Director PMO, Applied Intellect
Why did Applied Intellect choose to work with NOVA Cloud?
Our partnership with Applied Intellect (APIN) has been built on a history of successful AWS-based projects, where NOVA Cloud serves as APIN’s trusted cloud solutions provider. APIN consistently relies on NOVA Cloud due to our specialization in custom cloud services tailored to healthcare and compliance-driven clients, which helps them deliver standout solutions to the end customers.
About Applied Intellect
Applied Intellect LLC, delivers solutions for infrastructure, environmental, engineering, energy/sustainability, capital investment, healthcare, cyber security, and national intelligence programs.
Company Overview
Applied Intellect provides strategic support, program, and project management services to various government and private industry clients.
APIN integrates people, processes, and technology
to support organizations and personnel in making key decisions regarding resource planning, program execution, environmental compliance, and reporting.
AWS Services Used
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Amazon VPC
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EC2
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Amazon Connect
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S3
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Amazon Lex
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Amazon Polly
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Lambda
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Amazon KMS
NOVA Cloud Solution
We developed a scalable omnichannel voice and chatbot using Amazon Connect and Amazon Lex to handle the client’s inbound voice support. Key functionalities of the solution included:
- ➡️ Automated Appointment Scheduling: Patients can book, reschedule, or cancel appointments through voice commands. The system was integrated with the healthcare provider’s Electronic Health Record (EHR) system to reflect the real-time availability of doctors and services.
- ➡️ Patient Query Resolution: Common patient inquiries regarding services, operating hours, billing, and prescription renewals were handled by the Lex bot, significantly reducing call volume to live agents. The chatbot was capable of understanding natural language and providing accurate, context-aware responses.
- ➡️ Voice-Enabled Reminders: The chatbot was designed to send automated voice reminders for upcoming appointments or follow-up visits. Patients could confirm or reschedule appointments without needing human intervention.
- ➡️ HIPAA-Compliant Data Access: Patients could check their lab results, medication details, and upcoming appointments securely through the bot. The solution was developed with HIPAA compliance in mind, ensuring data protection and privacy at all stages.
- ➡️ Seamless Handoff to Live Agents: If the bot identified a complex query that required human assistance, it was programmed to escalate the call to a live agent, transferring all relevant information for a smooth transition.
The above diagram depicts the backend processing of the data between multiple environments.
Results
Predictive Healthcare’s MyHealthPal has achieved a significant milestone in the rapidly changing healthcare industry by starting patient trials in collaboration with the Global Smiles Foundation.
- 🔶 Increased Operational Efficiency: By automating repetitive tasks, the healthcare provider reduced the number of calls handled by live agents by over 40%. This allowed staff to focus on more complex, high-priority cases.
- 🔶 Enhanced Patient Satisfaction: Patients reported shorter wait times and appreciated the 24/7 availability of the chatbot for scheduling appointments and answering routine questions. The automated reminders helped reduce appointment no-shows by 20%.
- 🔶 Cost Savings: The implementation of the chatbot reduced labor costs associated with call handling. The client reported an overall reduction in customer support expenses by 30% within six months of implementation.
- 🔶 Improved Scalability: The Amazon Connect-based solution provided the client with the flexibility to scale the system as their patient base grew. The cloud-based nature of the platform ensured the solution could easily accommodate increases in call volume without added infrastructure costs.
Conclusion
This project demonstrated the power of AI-driven automation in transforming healthcare operations. By implementing a chatbot built on Amazon Connect and Amazon Lex, the healthcare provider was able to deliver an improved patient experience, reduce operational costs, and ensure data security.
Our solution enabled the client to modernize their patient support operations and paved the way for future innovations such as multi-channel communication (Call, SMS, Chat) and predictive analytics for proactive patient care.