Clinical & Contact-Centre Voice Intelligence
Speech to structured record, with clinical and domain vocabulary and PHI controls.
What it does
Clinical encounters and contact-centre conversations carry information that has to be captured accurately, structured for downstream systems and, in regulated settings, handled under strict rules for protected health information. Manual documentation consumes clinician and agent time and is inconsistent.
Rabbit Cloud's Voice Intelligence solution converts speech into structured records on AWS. Amazon Transcribe with custom and medical vocabularies produces the transcript, Amazon Comprehend Medical identifies entities and PHI, redaction runs before any generative step, and Amazon Bedrock produces a structured summary in the client's record schema. Nothing is written back without review by the clinician or agent.
Built for
- Clinical encounter documentation and note generation
- Contact-centre quality assurance, summarisation and disposition coding
- Care coordination and follow-up task extraction
- Compliance review of recorded interactions
From input to auditable output
Capture
Audio is captured in streaming or batch mode and stored encrypted in Amazon S3 with AWS KMS.
Transcribe
Amazon Transcribe produces a speaker-labelled transcript using custom vocabularies for the specialty or product domain.
Protect
Amazon Comprehend Medical identifies entities and PHI. Configured redaction is applied before the transcript reaches any generative model.
Summarise
Amazon Bedrock generates a structured summary against the record schema, with extracted entities and follow-up items.
Review and commit
The clinician or agent reviews and approves. Only approved records are written to the EHR, CRM or QA system.
AWS services
Controls built in
- PHI redaction ahead of any generative step
- Tenant isolation and customer managed keys per organisation
- Review gate: no record is committed without human approval
- Audit trail linking each record to its transcript, model version and reviewer
- Architecture designed to support HIPAA obligations under a Business Associate Agreement
How the solution is delivered
Each stage defines scope, cost and outcomes before the next commitment. Qualifying engagements are structured to AWS partner programme requirements.
| Stage | Duration | Outcome |
|---|---|---|
| Assessment | 2 to 4 weeks | Use-case scoring, data readiness review, evaluation set design and a cost-per-transaction model. |
| Proof of concept | 4 weeks | Working pipeline on the client's data against agreed success criteria, with measured accuracy and cost. |
| Production build | 8 to 16 weeks | Hardened deployment in the client's AWS account: infrastructure as code, guardrails, monitoring and integration. |
| Operate | Ongoing | Evaluation on every change, model and cost review, and managed operations under SLOs. |
Delivered with this solution
Frequently asked
Does it support languages other than English?
Amazon Transcribe supports a broad set of languages. Medical vocabulary support varies by language and is confirmed during the assessment.
Can it integrate with our EHR or CRM?
Yes. Integration is through the system's API or HL7 FHIR interface. Record schemas are defined during the assessment so that summaries land in the correct fields.
How is quality assured?
Summaries are evaluated against clinician- or supervisor-reviewed references during the proof of concept, and the evaluation set runs on every change thereafter.
Discuss Clinical & Contact-Centre Voice Intelligence with a solutions architect
A structured assessment determines feasibility, data readiness and the appropriate delivery path before any commitment to build.