Amazon Connect Customer for Healthcare and Life Sciences
Instant help and exceptional customer service on every channel, with your team & AI agents
Patient-Centric Customer for Healthcare and Life Sciences with Amazon Connect
Healthcare and life sciences companies need modern, timely, and appealing customer experiences (CXs) across all touchpoints, including voice, chat, messaging, and email. Amazon Connect Customer offers AI-powered triage, so human agents can work on complex cases, while AI agents deliver services such as scheduling and patient information reporting. Keep patient data highly confidential, while delivering a unified CX on all channels, with deep analytics, insights, and optimization.
Modernize Healthcare and Life Sciences CX Solutions
AI agents dynamically navigate your service resources to find solutions and take action to resolve customer needs. AI agents handle many issues on their own, but also work in collaboration with your workforce to deliver personal, effortless customer and patient experiences.
Deliver services to customers instantly, instead of extending wait times. Use self-service solutions and intelligent routing to help customers find the answers they are looking for, book appointments, and retrieve their information, by AI-powered phone, chat, or text. Offer instant contact for health services, health insurance products, preventive care, research, and other health care and life sciences products and services.
Handle seasonal fluctuations, new stakeholder directives, and unforeseen events without having to scale your staffing. With dynamic scaling and AI-powered triage for customer service operations, your team can be ready for service during high call volumes without becoming overwhelmed.
Protect patient information and healthcare data with safe storage, processing, and retrieval across all conversations and touch points. Amazon Connect Customer AI offers controls to qualify to HIPAA compliance and other regional regulatory requirements for enhanced data security across all patient interactions.
KLAS Research First Look: Amazon Connect Customer 2026 Enhancing Patient Experiences Through AI-Powered, Scalable & Customizable Tools
Key highlights from the emerging data in this report:
- 100%** would buy again and recommend Customer
- 100%** indicated Customer is part of their long-term plans
- A+** grade for executive involvement and money’s worth
- 100%** adoption of analytics/insights, omnichannel capabilities, and pay-as-you-go pricing
Tailored Features for Life Sciences and Healthcare CX
AI-powered self-service
Drag-and-drop workflows allow businesses to create sophisticated customer journeys and instant access to self-service experiences. Customizable virtual assistants across voice and digital channels can handle ambiguous and complex support requests in 30+ languages.
Agent workspace
From one application, your agents can view detailed customer information, work on tasks, view workforce schedules, leverage agentic AI-powered agent assist, and track and manage customer issues that require multiple interactions. The Customer agent workspace give your agents all the tools for success and understanding.
Step-by-step agent guides
Using a drag-and-drop workflow designer, create tailored guides that walk agents through the optimal steps to find information and resolve customer issues. Guides pop up based on context, such as call queue, customer information, or customer self-service responses.
Capacity planning
Optimize your staffing levels and better manage labor costs with Amazon Connect capacity planning. Estimate full-time equivalent (FTE) and staffing budgets and conduct what-if analysis to fine-tune service-level targets.
Patient verification and scheduling
Amazon Connect Health patient engagement agentic capabilities are available pre-integrated into Amazon Connect Customer AI. Deploy within your Customer instance with real-time access to your EHR in days. Customize verification requirements and appointment capabilities based on your security standards, patient populations, and operational requirements.
Explore How Leading Healthcare and Life Sciences Companies Use Amazon Connect Customer
NHS Midlands and Lancashire (NHS ML)
NHS Midlands and Lancashire (NHS ML) migrated its patient customer service operations to Customer AI, deploying an automated multi-channel approach to patient communication and patient engagement. The digital transformation of its patient waiting list management benefits from reduced waiting lists by 9–14%, serving 67% of patients with automated calls, for enhanced operational efficiency.
Jupiter Medical Center (JMC)
Jupiter Medical Center (JMC), a top-ranked hospital system in Florida, replaced its $750,000 legacy contact center solution with Customer AI. JMC reduced the rate of abandoned calls from more than 9 percent to 5 percent through automated multichannel and personalized outreach. AI-powered virtual assistants handle routine requests efficiently while connecting patients to live agents for more complex needs.
Tufts Medicine
Tufts Medicine, a US-based healthcare provider, set up a customer experience software solution that can scale to provide coverage to millions of patients. “Our goal was to remove the barriers for patients and consumers to access the healthcare that they need,” says Dr. Shafiq Rab, chief data officer, system chief information officer, and executive vice president at Tufts Medicine.
Healthcare and Life Sciences Use Cases
Omnichannel customer experience
Healthcare and life sciences companies can go beyond human-only phone operations to offer chat, text, and calling with AI-powered self-service applications. Deliver a familiar experience across automated channels and human touch points, with shorter delays and faster health outcomes throughout the entire patient journey.
Agent productivity and empowerment
Empower your team with workflows and AI agents for rapid knowledge base and customer understanding. Customer agent workspace integrates third-party applications to provide a unified application for efficient service in handling customer needs.
Analytics, predictive insights, and optimization
Measure, track, and improve operational performance to achieve your business goals and meet compliance objectives. Analyze each contact point, view and track real-time and historical analytics, create custom reports with data lake integration, and perform forecasting.
Unified customer data
Enrich customer profiles with real-time interaction signals and create segments dynamically. Calculate customer attributes and combine interaction metrics with profile data to segment customers based on behavior, preferences, and journey stage.
Flexible Costs for Healthcare and Life Sciences Customer
Amazon Connect Customer is a pay-as-you-go customer AI solution, with pricing based on usage instead of seats or capacity peaks. Customer offers a single, usage-based price per communication channel.
