How Clarus Care uses Amazon Bedrock to deliver conversational contact center interactions

This article describes how Clarus Care, a healthcare contact center provider, partnered with AWS to build an AI-powered conversational contact center using Amazon Bedrock, Connect, and Lex.

• Replaces rigid IVR menus with natural language voice and chat interfaces
• Handles multiple patient intents (scheduling, prescriptions, billing) in single interaction
• Uses Claude 3.5 Sonnet and Amazon Nova models for different conversation tasks
• Achieves sub-3-second latency and 99.99% availability requirements
• Includes smart transfer to staff for urgent cases or patient requests
• Features hierarchical intent management with provider-specific customization
• Appointment scheduling uses state machine with preference extraction and confirmation
• Includes analytics pipeline and web chat interface for multichannel support

The solution demonstrates how generative AI can transform healthcare patient communications from menu-driven systems to natural, efficient conversational experiences while maintaining scalability and reliability.