Amazon to train healthcare AI chatbot
CALIFORNIA, UNITED STATES — E-commerce company Amazon is training an AI chatbot to handle queries for One Medical, one of its healthcare subsidiaries.
This initiative is a response to the surge in telehealth patients. The chatbot aims to increase its inquiry volume and to alleviate staff of administrative tasks, such as answering patient messages and inquiries.
These initiatives have created unwanted but inevitable effects on the workforce. According to a report by The Washington Post, roles including front desk staff, office managers, health coaches, behavioral health specialists, and a pediatrician were cut.
According to One Medical CEO Trent Green, these changes “reduced administrative tasks for care teams and increased the number of appointments available to members,” which allowed floor staff to focus on patient care.
Amazon has been expanding its healthcare portfolio over the past few years. One Medical, which was acquired by Amazon in 2023, acquired Iora Health in 2021. One Medical was affected by Amazon Health Services’ significant job cuts, which were announced in February.
With Iora Health in its portfolio, Amazon rebranded it to One Medical Seniors, a change that was symbolic but also affected its service.
Deborah Wood, a patient of Iora Health before the acquisition, narrated how patient care has changed now that she’s an “Amazon patient.”
Whenever she felt her heart racing, the 69-year-old called Iora Clinic and received immediate care. Now, Wood said her calls are transferred to a call center and she has to wait for days to get a call back.
