Diagnostics company Natera has put an automated voice agent into production for scheduling mobile blood-draw appointments. Patients can authenticate, provide preferred dates and locations, and receive a booking through a phone conversation instead of relying entirely on a human scheduling team.
The system runs on Amazon Bedrock AgentCore and bridges two live connections: one to the phone service and another to a voice-processing model. When a backend check takes several seconds, a smaller model generates a brief contextual acknowledgement so the caller does not hear unexplained silence. Sensitive tools remain unavailable until identity verification succeeds.
During validation, Natera reported correct tool selection and parameters across 500 simulated calls. Median perceived latency was 6.8 seconds, and the estimated cost stayed below one cent for a completed call. Those test results do not eliminate the need for monitoring in clinical operations.
In an early four-week production window, the agent handled 4,744 calls. Calls ending within 30 seconds fell from 22% under the prior system to 12%, while verification completion increased from 64% to 66%. The agent does not provide diagnosis or medical advice, and distress or emergency language triggers escalation to a person.