Amazon Bedrock with AI Support in Healthcare: Clarus Care Transforms Patient Communication
Clarus Care has developed an AI-powered communication center running on Amazon Bedrock. The system aims to improve communication processes in healthcare organizations by managing patient calls with natural language understanding.
Technology company Clarus Care, which manages patient communication in the healthcare sector, has developed an AI-powered call center solution. The system, utilizing Amazon's cloud-based AI service Amazon Bedrock, can understand and respond to patient requests such as appointment scheduling, prescription renewals, and billing inquiries within a single conversation, thanks to its natural language processing capabilities.
Overcoming the Limitations of Traditional Systems
Traditional interactive voice response systems often force patients to navigate through fixed menus and struggle to handle complex requests in one go. Clarus Care's new solution aims to overcome these limitations by offering a more fluid and natural communication experience. The system can detect emergencies and, when necessary, direct patients to relevant healthcare personnel.
Advantages of the Multi-Model Architecture
The solution leverages the multi-model access provided by Amazon Bedrock. While large language models like Claude 3.5 Sonnet are used for natural language understanding tasks, models optimized for low-latency operations are also utilized. This approach enables the system to deliver both high accuracy and fast response times.
The system's architecture is built on the Amazon Connect call center service and the Amazon Lex speech recognition service. AI models process patient speech to determine intent, extract necessary information, and generate natural language responses. The system can also provide service via a web-based chat interface.
Scalability and Analytics
The solution has been integrated into Clarus Care's infrastructure, which serves over 40 medical specialties and manages 15 million patient calls annually. The system was designed with a 99.99% availability target and can scale to support the organization's growing customer network.
The developed analytics pipeline monitors patient interactions, providing valuable insights into system performance. A customizable dashboard allows both technical and non-technical staff to derive actionable insights from patient communication data.
It is observed that AI-powered communication solutions are also being tested in different sectors like logistics. For example, it is known that FedEx is testing AI for package tracking and return processes.
Clarus Care's initiative demonstrates the potential of AI integration in healthcare to improve patient experience and increase operational efficiency. The system is expected to enhance both patient satisfaction and critical care coordination by reducing communication bottlenecks in healthcare institutions.
