Administrative and clinical staff: Configuring and testing patient engagement agents
After your administrator completes the steps in IT administrators: Setting up Amazon Connect Health, you can explore the AI agents, test them with your own EHR environment, and customize their behavior in the Amazon Connect Health application.
Topics
Agent demo and testing
The Amazon Connect Health application home page provides two ways to experience the patient engagement AI agents:
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Hear Healthcare Agents in action — Play a recorded conversation between a patient and the Amazon Connect Health agents. The demo shows how the agents verify a patient’s identity and schedule an appointment through natural conversation with contextual understanding. You can play the audio directly from the home page without prior configuration.
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Test your agent — Experience a live conversation with the Amazon Connect Health agents integrated with your own EHR and Amazon Connect environment by calling your Amazon Connect provisioned number. This option becomes available after you complete EHR integration. Until then, you are prompted to configure your EHR setup.
Agent customization
After exploring the demo, you can tailor agent behavior to match your organization’s workflows.
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On the home page, choose Customize on the Agent setup card.
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Enable or disable scheduling capabilities — Schedule, Reschedule, Cancel Appointments, and Verify Insurance. Unchecked tasks are routed to a representative.
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Configure three sequential identity verification steps by selecting required patient inputs, such as phone number or MRN, date of birth, and zip code or last four SSN digits.
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Choose Publish to apply the updates.
For more information about customization options, see Agent customization.
Sample contact flow for testing
Amazon Connect Health provides a pre-built sample contact flow (connect-health-{DOMAIN_ID}-inbound-flow) for testing and operationalizing appointment management conversations powered by AI agents. The flow simulates a typical appointment scheduling conversation, including patient identity verification. You can use this flow to validate end-to-end agent behavior — including EHR data lookup, insurance verification, and escalation routing — before moving to production.
The sample flow is deployed automatically at domain creation, whether Amazon Connect Health creates a new Amazon Connect instance or you use an existing one.
For instructions on locating, using, and customizing the sample contact flow, see Sample contact flow.
Communication channel support
Amazon Connect Health currently supports the voice channel through Amazon Connect. Web chat, SMS, and other digital channels are not supported in the current release.
Next steps
After you configure and test your agents, explore the following topics:
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Patient engagement agents — Learn about the patient verification and appointment management agents.
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Point of care agents — Learn about agents for clinical workflows.
