In December 2023 leaders from PatientSync's Product Development and Data Analytics teams immersed themselves in the cutting-edge world of Amazon Web Services (AWS) at their annual re:Invent conference. Our team is already applying the invaluable insights gained from hands-on classes, interactive chalk talks, and one-on-one sessions with AWS solutions architects to our products. This blog post outlines the impacts our customers can expect from enhancements to Amazon Connect, Generative AI, and QuickSight.
Before delving into the specifics, let's clarify what AWS is—it's Amazon's cloud hosting service, powering approximately 40% of the world’s websites and applications, including PatientSync. Our preference for AWS is rooted in their commitment to security, performance, and the exceptional Amazon Connect Contact Center as a Service (CCaaS) product.
Amazon Connect: Enhancing Customer Engagement
The sheer number of Connect-related sessions and announcements made at re:Invent made one thing abundantly clear to our team—AWS is continuing to invest significantly in the Connect platform. Bigger announcements included:
• Amazon Q: An AI-powered assistant that listens to calls and provides recommended responses for agents.
• Contact Lens Call Summarizations: This AI-powered transcription tool now offers post-call summarizations, empowering agents and supervisors to manage calls more efficiently.
• Web Audio and Video Calling: Patients can now connect with agents directly from a webpage or mobile app, expanding communication options.
Generative AI: Pioneering Advances with Amazon Bedrock
Beyond AWS's commitment to Connect, their dedication to Generative AI is even more evident. The core of this commitment is Amazon Bedrock, a platform that empowers development partners, including PatientSync, to build and scale generative AI applications like virtual agents. Bedrock's robust data security capabilities align seamlessly with the stringent requirements of deploying AI applications in healthcare settings.
Upcoming Virtual Agent Demo
PatientSync's existing Virtual Agents have already delivered enhanced efficiency and customer satisfaction to several of our customers. The latest AWS developments will enable us to create more human-like virtual agents swiftly, customized to customers’ unique workflows and needs. Stay tuned for a demo showcasing our new Virtual Agents, slated for early 2024.
QuickSight: Elevating Reporting and Analytics
Having launched AWS QuickSight as our core reporting and analytics tool in the summer of 2023, PatientSync is thrilled to witness continued investment and innovation from AWS.
Noteworthy new features include generating stories and executive summaries from natural language prompts, plus tools to efficiently deploy new assets and reports. Our Data Analytics team is currently delving into these new features to harness their full potential.
What's Next for Our Customers?
PatientSync is actively reviewing the new features with our AWS Solution Architect partners and conducting hands-on testing. We are committed to keeping our customers informed about when these innovative features and solutions will be available. In the meantime, if any topics spark ideas or questions, please don't hesitate to reach out to your dedicated Customer Success Manager.
Stay tuned for the transformative advancements coming your way, as PatientSync continues to leverage the latest technologies to revolutionize healthcare contact centers and enhance customer experiences.