Reimagining clinical engagement using Amazon Connect
summary
Elevance Health builds a production platform on Amazon Connect plus Comprehend, Pinpoint, Contact Lens and SageMaker that auto-transcribes calls, scores sentiment with an in-house TrueVoice engine, auto-sends email/texts and populates CRM records. An ambient intelligent hub surfaces clinician prompts (offer PDM, send education video, schedule rides), removes after-call work and lets outreach scale from the sickest 10% toward rising risk populations. Deployment runs in production about a year and shows higher engagement, fewer admin minutes and plans to cut per-member servicing cost while increasing reach.
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chapters (26)
- 0:00Introduction
- 2:10Customer experience
- 2:55Challenges
- 3:30Example
- 4:27The spectrum of emotions
- 6:15Healthcare
- 6:35Digital Shift
- 10:03How can we sustain that
- 11:55How do we intercept compassion
- 13:41Digital Health
- 14:24Humanization
- 15:40Precision Engagement
- 17:12Mohits background
- 19:22Hospital bill
- 21:21Intelligent clinical experiences
- 22:13Intelligencebased experiences
- 22:30Combining data science and behavioral science
- 23:31Building blocks
- 24:37Making healthcare addicting
- 24:48Architecture diagram
- 26:09Guiding principles
- 28:02New experiences
- 28:22Personalized engagement
- 29:42Voice analytics
- 31:26Integration with CRM
- 40:11Meet the Happier Katie
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