Normalized claim
Staff hours saved: 300,000 hours decrease
saving over 300,000 staff hours
UC San Diego Health deploys Amazon Connect AI agents for appointment management
Use case typeCustomer service automationUpdated Jun 13, 2026
UC San Diego Health is an academic medical center in San Diego, California. The organization deployed Amazon Connect AI agents across voice, chat, and WhatsApp to support appointment management, patient self-verification, and autonomous scheduling. The implementation reduced staff burden and improved patient experience.
- Organization
- UC San Diego Health
- Industry
- Healthcare
- Location
- United States
- Published
- May 2026
Reported outcomes
300,000 hours
staff hours savedTime & speed
+82%patient self-verification rate−50%call abandonment
Strategic outcomes
New product / capabilityDeployed AI agents for appointment managementNew product / capabilityEnabled autonomous scheduling and self-verificationCustomer experience & trustImproved patient experience across channels
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Patient self-verification rate: 82% increase
achieving an 82% patient self-verification rate
Normalized claim
Call abandonment: 50% decrease
cutting call abandonment by 50%
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- UC San Diego Health
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Amazon Connect Customer Stories
The organization deployed Amazon Connect AI agents across voice, chat, and WhatsApp to support appointment management, patient self-verification, and autonomous scheduling
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 4
- 1Contact Center Automation
- 2Customer Service Automation
- 3Appointment Scheduling
Appointment management and patient self-verification needed to reduce operational burden and improve patient experience across voice and chat channels.
- Deployed Amazon Connect AI agents for appointment management across voice, chat, and WhatsApp.
- Enabled patient self-verification and autonomous scheduling.
Technologies
- Saved over 300,000 staff hours.
- Achieved an 82% patient self-verification rate.
- Cut call abandonment by 50%.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: May 27, 2026Publisher: AWSEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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