AWS for Industries

KLAS explores AWS’ machine learning and artificial intelligence offerings in Healthcare, finds strong customer loyalty and satisfaction

Across the healthcare industry, organizations are increasingly turning to AI- and ML-enabled technologies to not only streamline and optimize processes, but also improve clinical outcomes and patient experiences. For those considering these technologies, the choices in the market can be confusing, which is why KLAS recently published AWS in Healthcare 2022: A deeper look at artificial intelligence and machine learning capabilities.

This report, a follow-up to KLAS’ 2021 report on Amazon Web Services (AWS), examines the experiences of 13 payor and provider organizations using AWS AI/ML offerings. The study is intended to help organizations considering AWS understand what technologies are being used, the overall customer experience, and the impact of these offerings.

Operational optimization was identified as the most widely deployed use case, with a reduction in manual processes and time savings being the key outcomes reported. Examples include reducing the time to extract and convert handwritten information from days to hours, reducing after-hours physician documentation, and less administrative time spent entering consent forms into the EMR.

In the second most deployed use case, patient/member experience, both payors and providers stated that leveraging multiple AWS tools allowed for greater continuity of care. These tools have streamlined access to care, helped members connect with healthcare staff, and provided sentiment analysis of conversations to support real-time experience improvement.

Use Cases for AWS AI/ML and Outcomes Achieved with AWS

Beyond technology, strong service and support drove perception of AWS as a strategic partner. Several respondents say that their success with AWS offerings has come directly as a result of the focus and attention they received from AWS. Most respondents mentioned that they were excited to see what else AWS will offer in the future and would recommend AWS AI/ML capabilities to their peers.

Customer Loyalty at AWS

Key relationship metrics

About this report: Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. As cloud offerings cover both software and services, this report draws on a hybrid set of quantitative evaluation questions from KLAS’ standard software and services evaluations, which are composed of numeric ratings questions and yes/no questions. KLAS also created a supplemental evaluation to delve deeper into several questions specific to AWS’ AI/ML offerings.

Read the executive summary of the KLAS report. To learn more about how AWS is working with organizations to increase the pace of innovation, unlock the potential of data, and personalize the healthcare journey, visit

Kelli Jonakin, Ph.D.

Kelli Jonakin, Ph.D.

Kelli Jonakin is the Worldwide Head of Marketing for Healthcare, Life Sciences, and Genomics Industry verticals at AWS. She comes with a background in pharmaceutical research, with a special focus on development and commercialization of biologics. Kelli received her Ph.D. in Pharmacology and Systems Biology from the University of Colorado, and received an NIH post-doctoral fellowship grant to study Biochemistry at the University of Wisconsin-Madison.