AWS re:Invent 2025 - Next level patient experiences with Amazon Connect powered by Kyndryl (AIM105)

Watch	Topic	Details
YouTube	Introduction to AI in Healthcare	Focus on AI's role in patient engagement and contact center modernization. Three themes: consumerization of IT, reducing hold times, and simplifying care delivery.
YouTube	Amazon Connect Overview	Full-blown contact center as a service platform. Omni-channel capabilities including voice, chat, SMS, video, and web calling. Integration with conversational AI and agentic workflows. Unified workspaces for agents and knowledge libraries. Supervisor tools for QA and agent training. Administrator-friendly GUI for contact center design. Modern APIs and SDKs for customizing customer experiences. Modular and consumption-based pricing model.
YouTube	Demo of Enhanced Patient Engagement	Conversational AI handling patient inquiries and scheduling appointments. Integration with EHR and other systems for personalized care. Seamless omni-channel experience through voice and text. Automation of administrative tasks like bill payment and appointment rescheduling.
YouTube	Implementation Strategy for AI in Patient Engagement	Start with IVR modernization using natural language AI and agentic workflows. Leverage outbound campaigns for proactive patient outreach. Deploy Amazon Connect in clinics and departments for improved patient interactions. Adopt at your own pace with a consumption-based model.
YouTube	Case Study: Kinrill's Deployment of Amazon Connect	Addressing high call volumes and long hold times in a state-level benefits program. Implementing self-service capabilities to deflect calls and improve NPS scores. Reducing average handle time through data collection in the IVR. Partnership with AWS and Kendall for successful deployment.
YouTube	Keys to Success in Adopting Cloud-Based Patient Engagement Solutions	Move to a cloud-based solution to leverage data, AI, and continuous interactions. Start with manageable projects like IVR modernization and outbound campaigns. Choose the right partner with experience in healthcare and AWS technology. Involve internal staff to uplevel their skills and prepare for future deployments.

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Description

As Health systems today are challenged by rising costs, staffing shortages, outdated IT infrastructure, and growing consumer expectations, improving access and experience for patients and caregivers remains critical. In this session, Kyndryl and AWS will demonstrate how Amazon Connect can help healthcare providers modernize contact centers, streamline workflows, and expand patient access to care. Attendees will gain practical insights into reducing technical debt, lowering care delivery costs, and launching scalable Amazon Connect implementations to drive innovation in healthcare. This presentation is brought to you by Kyndryl, an AWS Partner.

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