End-to-end voice AI that lets patients book, reschedule, and cancel appointments over a natural phone call.
A major healthcare provider needed patients to self-manage appointments without waiting in a phone queue or navigating a complex web portal. Existing IVR menus were rigid, couldn't access live EHR data, and required a live agent for any schedule change.
Built an end-to-end voice AI agent for a healthcare provider that enables patients to manage appointments through natural phone conversations. Architected on AWS using Amazon Connect (telephony), Amazon Lex with Nova Sonic (conversational engine), AWS Lambda (business logic), and Amazon Q in Connect (response generation), with secure FHIR-based integration to Oracle Cerner EHR for real-time patient data and provider schedules.
The agent handles the complete appointment lifecycle — booking, rescheduling, cancellation, and viewing. All patient health information (PHI) is encrypted at rest and in transit using AWS KMS, with comprehensive audit logging via CloudWatch and S3.
The primary technical challenge was end-to-end call latency. Through parallel prompt engineering, strategic LLM model selection, and redesigning the tool-calling architecture for concurrent API execution, response time was reduced from 8–12 seconds to a consistent 3–4 seconds — resulting in a natural, human-like conversational experience.
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