Amazon Launches Agentic AI for Doctors’ Offices

AWS has launched an agentic artificial intelligence (AI) solution designed to automate administrative tasks for healthcare providers.

The new Amazon Connect Health handles patient verification, scheduling, medical histories, documentation and coding, the company said in a Thursday (March 5) blog post.

This purpose-built solution is designed to automate these tasks that currently take up as much as 80% of the time staff at large health systems spend on calls, according to the post.

Amazon Connect Health integrates with Electronic Health Records (EHR), appointment management, patient medical history reviews, clinical documentation and medical coding, while keeping humans in control, the post said.

The solution is fluent in natural language and can book appointments instantly, at any time of day, per the post.

“Imagine a patient calls and says, ‘I want to see my doctor after work next week,’” Colleen Aubrey, senior vice president, AWS Applied AI Solutions, said in the post. “Amazon Connect Health understands the reason for the call, the patient’s context, and their preferences. It confirms who the patient is, checks their insurance, reviews patient and provider availability — and books the appointment while the patient is still on the line.”

If the patient has a medical concern or a complex request, the AI solution escalates the call to staff, according to the post.

Amazon Connect Health also reviews a patient’s medical history and surfaces insights before the visit; transcribes the doctor-patient conversation (with the patient’s permission) and drafts clinical notes during the visit; and generates after-visit summaries and the medical codes needed for billing after the visit, per the post.

The primary care organization Amazon One Medical is already using the solution. Aubrey said in the post that “the results speak for themselves: ambient documentation now spans more than a million visits, with strong clinician adoption and regular weekly usage.”

Amazon Connect Health is built on AWS’ AI-powered customer experience solution, Connect, and a real-time connection to the EHR, according to the post.

The company launched Connect in 2017, saying the cloud-based contact center service makes it easy for any business to deliver customer service at lower cost. It added generative AI capabilities to Connect in 2023.