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AWS CONTACT CENTER AI VOICE AGENTS

Patient calls, answered — 24/7.

A HIPAA-eligible contact center on Amazon Connect, wired into your EHR and payer rails. Eligibility, intake, reminders, payer hold-times — handled by an AI voice agent that doesn’t go on PTO.

Built on:
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AWS Connect Health AI voice agent for healthcare

Weeks, not quarters.

No PBX project.

PHI stays in your AWS account.

BAA-backed by default.

You pay per minute.

Not per seat you don’t need.

WHAT DO WE AUTOMATE?

Every Call.
Every Channel.

And when you need more, the same Amazon Connect deployment scales across your entire patient-facing operation — voice, chat, SMS.

VOICE IVRRCM

Patient intake & eligibility on the phone.

Coverage verified before the patient sets foot in the clinic — on a phone call, in 90 seconds, without your front desk being involved.

The Connect IVR captures member ID and DOB, fires a real-time 270/271 eligibility check against the payer, and reads back coverage, copay, and remaining deductible to the patient. When something’s off — coverage lapsed, wrong plan, prior auth needed — the call warm-transfers to a human with the full context already on screen.

  • 98% containment
  • 270/271 in real time
  • Warm transfer on exceptions
  • HIPAA-eligible end-to-end
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VOICE + SMSFRONT OFFICE

Appointment scheduling & no-show recovery.

The agent books, reschedules, and cancels by voice or chat — writing straight to your EHR slot. Reminders go out at the right cadence on the right channel for the right patient cohort.

We’ve seen no-show rate drop by 30–45% within the first quarter when reminder channel is matched to patient response history. That’s revenue you were leaving on the floor in 8am phone tag.

  • Voice & SMS
  • EHR write-back
  • Cohort-aware cadence
  • Reschedule on the spot
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OUTBOUND VOICERCM

Payer status calls, without the hold time.

The agent dials the payer IVR, navigates the menu, waits on hold, and reads back the prior-auth or claim status the moment a human is needed. Your specialists work the queue while the bot waits.

We’ve replaced ~8 minutes of average hold time per call with ~40 seconds of specialist review on the transcript. At one billing company that meant ~480 specialist hours per month recovered — without hiring offshore, without buying a new payer-integration platform.

  • Aetna, UHC, BCBS
  • PA & claim status
  • Auto-log to EHR
  • Transcript on every call
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VOICE + CHATCLINICAL

Clinical triage that routes to the right human.

Symptom intake on voice or chat, urgency scored against your protocol, warm transfer to the right nurse-line queue with the conversation summary already in front of them.

The agent doesn’t diagnose — that’s the deal-breaker every time. It does the part that’s actually slow today: collecting structured intake, applying your existing triage protocol, and handing off cleanly. 86% of cases route to the correct queue on first try.

  • Your protocol, your rules
  • Structured handoff
  • Sentiment-aware routing
  • Full transcript to EHR
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HOW WE DEPLOY

From signed BAA to live calls in 2–6 weeks.

One specific workflow, real data, off-ramps at every phase. We’d rather end a pilot at week three than ship something that breaks the phones.

Phase 01

Discovery & flow audit

Sit with the people taking calls today. Map volume, top intents, telco setup, EHR integration. Output: a written assessment.

~ 1 week
Phase 02

Provision & design

Stand up Amazon Connect in your AWS account, wire Lex bots, route SIP from your carrier, design the highest-volume flow first.

~ 1–2 weeks
Phase 03

Bounded pilot

One flow, one location, real patients. Measure containment, deflection, AHT and sentiment against baseline. Numbers shared, nothing hidden.

~ 2–3 weeks
Phase 04

Rollout & operate

Expand by flow and location behind feature flags. Kill-switch on every release. Flobotics keeps operating the contact center.

Week 5+
PROOFNOT PROMISES

Contact centers we’ve already stood up.

8 FTEsfreed in the first quarter

Pain management network · multi-location

Every prior auth submission, status check, and payer follow-up handled without staff touch.

PA calls and portal interactions fully automated. 85% faster submissions, payer backlogs cut 55%, +$65K/month in recovered revenue — with no new hires and no payer API.

Read case study
98%eligibility verified by IVR

Imaging network · 320k visits / yr

Patients verify coverage by voice before the appointment — no front-desk involvement.

Connect IVR + Lex + a 270/271 integration on the back. Front-desk staff stopped doing eligibility calls entirely. Patient wait time on arrival dropped by 7 minutes.

Read case study
8 → 0.7 minavg payer hold-time consumed

Billing company · 60 payer relationships

The agent waits on hold with Aetna — specialists work the queue while it does.

An outbound voice bot navigates payer IVRs, holds, and surfaces a transcript + status code the moment a human is needed. ~480 specialist hours per month recovered.

Read case study
OPERATOR-TO-OPERATOR

What teams on the phones tell us, six months in.

“

Front desk stopped doing eligibility on the phone. That alone gave us back two FTE worth of morning. The IVR is good enough that patients don’t notice it’s a bot.

JT

Jennifer T.

Operations Director, imaging network

“

They actually picked up the phone with us at 2am during the pilot to fix a routing bug. That’s not a thing other vendors do. Production was live three weeks after kickoff.

MC

Marco C.

VP Patient Experience, multi-specialty group

“

We tried two big CCaaS vendors before Flobotics. Both gave us a license and a slide deck. Flobotics gave us a working flow on real calls, in our AWS account, in a month.

DS

Daniel S.

CTO, billing company

AUTOMATE WITH AWS CONNECT

Ready to put a real contact center on a real workflow?

Bart, our founder, runs the discovery calls. 15 minutes, your specific phone problem, an honest answer about whether Amazon Connect is the right tool.

Book a call with Bart Send a brief

15 min · honest answer · or not

BW

Bart Wróbel

Founder & Owner

AI AGENTS

Wait, there’s more.

Four production-ready RCM agents on the same Flobotics platform — same BAA, same audit trail, same operator-led delivery.

Eligibility Checks

24/7 patient coverage verification — no human supervision.

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Prior Authorization

Automate your PA process. No payer API required.

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Claims Management

Tracks claims and flags denials before they cost you.

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Denials Management

Hunts and classifies denials early to stop them from aging out.

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