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Automating NEMT Contact Center Operations with Generative AI and Amazon Connect

Automating NEMT Contact Center Operations with Generative AI and Amazon Connect

ORGANIZATION

Kinetik Healthcare Solutions Inc (Kinetik) is a pioneering healthcare technology and services company that has developed a fully digital transportation infrastructure connecting health plans, members, and providers. Their mission is to remove transportation as a barrier to healthcare access, which necessitates a highly reliable and scalable platform capable of managing a steadily increasing volume of sensitive customer interactions related to trip status and scheduling.

Kinetik operates a customer contact center providing Non-Emergency Medical Transportation (NEMT) services, whose user base and corresponding call volume have been growing steadily.

CHALLENGE

As Kinetik’s user base for Non-Emergency Medical Transportation (NEMT) services expanded, the volume of inbound customer calls grew steadily. The primary challenge was the escalating operational expense and lack of elastic scalability inherent in relying on human agents to manage the bulk of repetitive, high-volume tasks (e.g., trip status checks, appointment modifications, initial identity verification). This situation created a risk of service degradation during peak hours and made the cost structure unsustainable for continued growth. Kinetik needed a solution that could automate a majority of these interactions, substantially reduce operating costs, and ensure consistent, 24/7 service availability.

GOALS / OBJECTIVES

The primary goal is to build a fully automated, scalable, and cost-efficient call center solution using AWS-native services. Objectives include streamlining inbound customer interactions, enabling intelligent voice-driven workflows, and automating a majority of customer interactions while maintaining high customer experience and data security. The initial phase targets automating two specific interactions.

SOLUTION

Tgix implemented a production-grade, fully automated, voice-driven contact center solution built on a robust, cloud-native AWS architecture. This solution strategically integrates Generative AI to move beyond simple keyword matching and enable true intelligent intent classification.

  • Core Conversational Layer: Amazon Connect receives and intelligently routes the inbound voice calls. Amazon Lex V2 provides the foundational conversational AI, managing the initial natural language understanding (NLU) and driving the high-level dialogue flow.
  • Generative AI Differentiator: The solution integrates AWS Bedrock (utilizing a foundational model like Claude or an optimized model via an API) for finer-grain intent recognition and classification. This addresses complex or ambiguous customer language, allowing the system to accurately classify the precise NEMT need (e.g., “I need to confirm my appointment for tomorrow” vs. “I need to change my pick-up time”) with higher fidelity than traditional NLU alone. This intelligent classification is crucial for maintaining a high call containment rate.
  • Workflow Automation: AWS Lambda powers the secure, serverless backend logic for critical actions, such as real-time identity verification and dynamic task execution (e.g., querying the NEMT scheduling system). Amazon API Gateway ensures secure and scalable integration with Kinetik’s core internal and external systems.
  • Operational Excellence: The architecture uses Amazon CloudWatch for comprehensive monitoring and logging, while IAM, KMS, and S3 ensure the data security and compliance required for the sensitive NEMT data.

RESULTS

This Generative AI-powered solution moved beyond POC and is now in production, delivering measurable business impact. 78% of calls for the two targeted interactions are now handled entirely by the automated system, freeing up human agents for complex, high-value inquiries. There was additionally a 58% reduction in Average Handle Time, ensuring faster customer resolution and improving overall customer experience. Significant cost savings have been achieved by minimizing the reliance on human agents for repetitive tasks and enabling 24/7/365 service without additional staffing.

If you’re dealing with complex infrastructure, security requirements, deployment speeds, or looking for cost efficiencies, contact us today for a no-obligation brainstorm.

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