The news: Amazon Web Services (AWS) unveiled three new capabilities for the Amazon Connect platform (its cloud-based contact center)—and one in particular should be especially attractive to the tech giant’s healthcare partners.
AWS says its new tech could allow a large hospital network to send texts and emails asking patients to confirm upcoming appointments, and then automatically call all patients who fail to respond, for example.
Why this could succeed: Amazon Connect’s healthcare capabilities could help it grab a larger slice of the healthcare communications space—a largely untapped opportunity.
Doctors are inundated with patient calls and messages thanks to the pandemic, and automated calls could be incredibly helpful in managing the influx of requests:
Amazon Connect’s services could also help health systems keep patients coming back for follow-up appointments by setting regular reminders.
What’s next? We think Amazon could integrate the Connect feature into its Amazon Care telehealth business to showcase the tech’s ROI to potential health system partners.
Amazon Care has been aggressively expanding its employer-focused virtual and in-person care services over the last year:
Since Amazon is heavily investing in its virtual care business, it would make sense for it to deploy the Amazon Connect tech to engage its own consumers with appointment calls and reminders.
Go deeper: We published a deep dive into Amazon’s forays into the consumer side of the US healthcare space in our report, Amazon Delivers Healthcare.