Case Study | Healthcare
Improving Patient Care
with Conversational AI
Automating routine pre- and post-operative engagement to ease clinician workload, improve responsiveness, and enhance patient experience.
Improving Patient Care
Overview
A leading hospital network needed continuous, proactive pre- and post-operative patient engagement to reduce avoidable visits and lighten clinician workload. 10Pearls implemented an AWS-based conversational IVR that automates outreach, triage, and monitoring—freeing staff for higher-value care.
Reduced clinician workload
& improved response times
Automated routine follow-ups
& triage processes
Challenge
Clinicians were spending an increasing amount of time managing routine pre- and post-operative calls, such as appointment confirmations and wellness checks. This manual process diverted attention from complex cases and contributed to staff burnout. The hospital also lacked an automated system to monitor patient responses, which delayed interventions when complications arose. As patient volumes grew, the need for a scalable, intelligent engagement system became critical to maintaining care quality.
Solution
10Pearls implemented an intelligent, AI-powered IVR system to automate pre- and post-operative patient engagement. The solution used Amazon Connect to manage and route calls, ensuring patients received timely outreach. Amazon Lex, enhanced with Amazon Bedrock, delivered natural, medically-aware conversations, collecting patient-reported symptoms and readiness indicators. Cases flagged as high-risk were escalated automatically to clinicians, enabling timely interventions and reducing strain on staff. By combining automated triage with real-time escalation, the solution not only reduced clinician workload but also improved patient safety, enhanced satisfaction, and streamlined the overall quality of care delivery.
Customer
Leading healthcare provider
Services
tech stack
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