Natera’s intelligent appointment scheduling with Amazon Bedrock AgentCore

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Booking a phlebotomy appointment shouldn’t be a hassle for oncology patients already managing treatment. Natera’s service, powered by Amazon Bedrock AgentCore, allows a phlebotomist to come to the patient, helping Natera deliver a more convenient experience. Natera, a global diagnostics company specializing in cell-free DNA testing, wanted to transform their patient experience by replacing manual scheduling calls with something better. Using Amazon Bedrock AgentCore, they built an automated voice agent that allows patients to book appointments through conversation while maintaining the accuracy and compliance standards required in healthcare. In this post, we share the architecture pattern and design decisions behind the Natera voice scheduling agent built on Bedrock AgentCore. You learn how Natera and AWS designed a real-time voice agent that bridges telephony, foundation models, and backend services using three core architectural principles: a dual-WebSocket bridge pattern, an event-driven latency-masking technique, and a progressive trust model for mid-conversation authentication. The post explains the rationale for each design choice. It also shows how the architecture delivers 100% tool-calling accuracy during validation across 500 end-to-end call simulations, with sub-7-second perceived latency at less than USD 0.01 per completed call. This post presents a system design showing how each AWS service connects and why Natera made specific integration choices for their implementation. We walk you through how Natera migrated from Amazon Elastic Container Service …

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