Building Multi-Cloud Healthcare AI Agent: AWS Connect + GCP CXAS, Playbooks & Secure IVR Automation

Harpreet Kaur from Google Cloud Consulting presents a real-world approach, developed with partner Quantiphi, for enterprises that want to use Google Cloud’s advanced AI in an existing contact center stack without replacing everything. Using a healthcare outbound outreach example with HIPAA/PHI considerations, she walks through a multi-cloud architecture where AWS provides telephony via Amazon Connect and SIP trunking, a GKE-hosted gateway bridge converts SIP to gRPC, and Google Cloud conversational agents (via BiDi API) deliver AI capabilities. The session covers call flow, member data transfer and retrieval using Cloud Run and Redis, returning conversation results to AWS, integrations for logging (Cloud Logging to Splunk), dashboards (Looker Studio), and transcript delivery (Kafka). She highlights security, reliability, and disaster recovery design, then explains AI Playbooks logic for IVR navigation, DTMF responses, and answering machine/voicemail detection, concluding with key takeaways on strategy, multi-cloud reality, playbooks, and day-one security. Ready to disrupt your industry? Google Cloud Consulting can show you how… https://goo.gle/4j9mhdM