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Public Healthcare verified Verified Outcome TRL 9

AI-Driven Contact Center

domain Client: A UK National Health Service Trust handshake Provider: AWS Connect / Amazon Lex schedule Deploy: 2023
85 Impact
Enterprise Ready
Evidence Score: B/10
Strength: Medium

Executive Summary

ANALYST: COI RESEARCH

Modernization of legacy telephony with cloud-based AI chatbots to deflect routine calls and eliminate hold times.

rate_review Analyst Verdict

"Low Risk. Cloud contact centers offer rapid ROI via labor diversion. Success metric (50% reduction in abandonment) proves efficacy."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Patients faced 16-minute wait times and high call abandonment rates, limiting access to care. Legacy telephony was rigid and could not scale to peak volumes.

psychology The Solution

Implemented Amazon Connect with Amazon Lex chatbots. AI handles routine queries (parking, appointments), enabling 24/7 self-service and freeing agents for complex cases.

settings_suggest Technical & Deployment Specs

Integrations
PAS (Patient Admin System)
Deployment Model
CCaaS
Data Classification
PII / Voice
Estimated TCO / ROI
Usage-based
POC Summary ( to )

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
User Frustration Medium Seamless handover to human agent

trending_up Impact Trajectory

Audited value realization curve

Eliminated 16-minute wait times Verified Outcome
Primary KPIReduced call abandonment by 50%
Audit CycleDeployed in 5 months

policy Compliance & Gov

  • Standards: GDPR / NHS Digital
  • Maturity (TRL): 9
  • Evidence Score: B/10
  • Data Class: PII / Voice

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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The "Blind Verification" Protocol

How we verified these outcomes for A UK National Health Service Trust without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-473
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-473

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