How Infosys built AWS Generative AI based assistant for a healthcare payer company
AWS Partner Network Blog
Infosys developed a Generative AI assistant for a healthcare payer company to improve Customer Service Representative (CSR) efficiency using AWS technologies. The solution addresses key challenges in customer service interactions.
- Handles high volume of daily customer inquiries (2000/day)
- Integrates documents from multiple systems using Amazon Kendra
- Utilizes Amazon Bedrock and Anthropic Claude LLM for answer generation
- Provides semantic search capabilities with natural language processing
- Ensures HIPAA compliance and robust security measures
Key benefits include rapid response times (20 seconds), 75% query resolution rates, and reduced CSR training from 3 weeks to 1 week. The solution demonstrates how generative AI can transform customer service efficiency in healthcare.
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