Sales – Amazon Connect with Conversational AI

OneData Software’s Sales – Amazon Connect with Conversational AI offering helps organizations build cloud-native, AI-enhanced contact centers that elevate customer experience through automation, intelligent routing, and real-time assistance. Using Amazon Connect, Lex, and Amazon Q in Connect, OneData creates flexible, self-service workflows across voice, chat, and email—enabling smart, context-aware conversations and seamless agent handoffs.

⚙️ Core Capabilities

Conversational AI & IVR Design • Deploy Amazon Lex bots to handle FAQs and transactional dialogues via chat or voice • Design drag-and-drop flows using Contact Flow Designer for IVR and chatbot journeys • Integrate Amazon Q for natural conversations, multilingual support, and generative AI capabilities (e.g. post-call summaries, live agent suggestions)

Agent Productivity & Real-Time Assistance • Empower agents with Contact Lens analytics, sentiment detection, and live query suggestions • Reduce average handling time with automated note-taking, summary generation, and self-service deflection • Surface contextual data from CRM and backend systems to assist with resolutions

Omnichannel & CRM Integration • Support voice, chat, email, and screen sharing through unified experiences • Connect with platforms like Salesforce, Zendesk, and internal applications via Lambda automations • Enable personalized routing based on customer history, intent, and sentiment

Analytics, Scalability & Optimization • Use Contact Lens dashboards to monitor bot accuracy, customer sentiment, and agent KPIs • Iterate bot designs based on real-time performance feedback and user behavior insights • Scale globally with pay-as-you-go infrastructure, multi-language support, and high availability

Security & Compliance • Enforce IAM-based access, TLS encryption, and audit logging • Align with data privacy standards including HIPAA, PCI DSS, GDPR, and more • Monitor and protect interactions with AWS IoT Device Defender and secure channel configurations

Industry Use Cases • Retail: Loyalty programs, product inquiries, order status automation • Healthcare: Appointment scheduling, pre-screening, secure triage • Finance: Identity verification, account help, fraud alerts • Travel & Logistics: Booking changes, itinerary updates, multilingual chat support