Health

Amazon aims to make it easier to communicate with patients in hospitals

Amazon Web Services will offer hospitals three new ways to make patient interactions faster, easier and more efficient, according to a press release on Monday.

Healthcare systems will soon be able to automate outbound calls, text messages, and emails with patients through Amazon Connect without the need for third-party integration with other systems. This could make it easier for healthcare systems to send out appointment and marketing reminders to consumers, the company said.

“A large network of hospitals can send text messages and emails to ask patients to confirm upcoming appointments and then automatically call all patients who do not respond,” the press release said.

AWS will also allow providers to verify caller identity based on their voice through Amazon Connect Voice ID, potentially eliminating the need to manually verify each caller and speeding up support calls.

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In addition, Amazon Connect Wisdom can automatically detect patient problems and provide customer service representatives with real-time access to information from internal databases or third parties using speech analytics to help them resolve patient problems.

Lapcorp plans to take advantage of the new services, according to the announcement.

“We will be able to better manage our agent queues covering clinical issues, billing and scheduling appointments; provide end-to-end visibility of tasks; improve the productivity of agents; and produce actionable analytics for us to improve our customer experience, ”Lance Berberian, Chief Information Officer for Labcorp, said in a press release. “Amazon Connect Voice ID will provide real-time voice authentication for our customers and agents to provide a better experience, safer, more time-saving, less fraudulent and better customer experience.”

Amazon has stepped up its healthcare efforts by leveraging its massive computing power, logistics and customer service expertise to bring new products and services to scale on a massive scale. The retail and cloud computing giant has invested heavily in telemedicine, pharmaceuticals in genomics, and other growth areas in the healthcare market. While not all of Amazon’s efforts have been successful, the company is betting on a $ 4 trillion industry to help grow its nearly $ 1.7 trillion market cap.


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