AWS re:Invent 2025 - Next level patient experiences with Amazon Connect powered by Kyndryl (AIM105)

Summary of AWS re:Invent 2025 - Next level patient experiences with Amazon Connect powered by Kyndryl (AIM105)

Overview

This presentation discusses how healthcare organizations can leverage Amazon Connect, a cloud-based contact center platform, to enhance patient engagement and experiences. The speakers, Edward Mleharren from Kyndryl and Sunil Manon from AWS, highlight three key themes:

1. Embracing the consumerization of healthcare through conversational AI and chatbot experiences
2. Eliminating long hold times and inefficient activities using self-service capabilities and AI-powered agent tools
3. Reducing the complexity of care delivery by using AI to guide patients and improve adherence

Consumerization of Healthcare

• Patients now expect the same level of conversational AI and chatbot experiences they have access to in other industries
• This opens up opportunities to reimagine the front-end patient engagement through natural language processing and virtual assistants

Eliminating Inefficiencies

• Healthcare organizations are facing challenges with shorter staffing and increased call volumes, leading to poor patient experiences
• Leveraging AI-powered self-service capabilities in the IVR can deflect up to 40% of call volume, allowing agents to focus on high-value interactions
• AI-powered agent tools can also help reduce average handle time and improve first call resolution

Reducing Care Delivery Complexity

• Coordinating follow-up appointments, specialists, and care plans can be confusing for patients
• AI can provide a "shepherd" role, guiding patients through the care journey and proactively addressing potential issues like non-adherence and readmissions

Amazon Connect for Patient Engagement

• Amazon Connect is a cloud-based contact center platform that provides omnichannel capabilities, including voice, chat, SMS, and video
• It integrates with conversational AI (Amazon Lex), natural language processing (Amazon Comprehend), and other AWS services to enable advanced patient engagement experiences
• Key features include:
  • Personalized self-service IVR with natural language understanding
  • Unified agent desktop with access to relevant systems and knowledge
  • Supervisor tools for quality assurance and agent performance monitoring
  • Flexible APIs and SDKs for customizing the patient experience

Implementation Approach

• Customers can start with specific use cases and gradually expand the adoption of Amazon Connect and associated AI capabilities
• Recommended starting points include:
  • IVR modernization to enable self-service and reduce call volume
  • Outbound campaigns to proactively engage patients and improve resource utilization (e.g., radiology equipment)
  • Deploying Amazon Connect in clinics and departments to unify communication channels
• Key to success is making the decision to move to a cloud-based patient engagement solution, taking an incremental approach, and choosing the right partner

Kyndryl's Healthcare Expertise

• Kyndryl has extensive experience in the healthcare industry, with over 13,000 practitioners supporting clients and consulting engagements
• They have invested heavily in partnerships with leading healthcare technology providers, such as Epic, Oracle, and Ovation
• Kyndryl has been recognized as a leading healthcare IT services firm by independent advisory organizations

Conclusion

By leveraging Amazon Connect and associated AI capabilities, healthcare organizations can transform the patient experience, improve operational efficiency, and reduce the complexity of care delivery. The incremental approach and partnership with experienced providers like Kyndryl can help organizations successfully implement these solutions and realize tangible benefits.