Contact Center AI

• Real-time speech-to-text transcription
• AI-assisted agent support
• Multilingual IVR
• Contextual enterprise search using semantic understanding

Intelligent Agent Assist Delivers real-time, context-aware answers and recommendations directly to agents—reducing handling time and improving response accuracy.

AI-Driven, Multilingual IVR Enables self-service resolution for common queries using natural language understanding across multiple languages—enhancing accessibility and reducing call volumes.

Real-Time Transcript & Sentiment Analysis Captures and analyzes live conversations to detect customer sentiment and intent—giving supervisors actionable insights to drive customer satisfaction in the moment.

Contact Center Agents Receive real-time, contextual assistance that improves response speed and interaction quality.

Support Managers Gain actionable insights into sentiment trends and conversation performance—enabling data-driven coaching and service improvements.

DevOps & Cloud Architects Manage secure, scalable deployments within AWS environments, leveraging serverless infrastructure and automation tools.

Compliance Officers Rely on auditable workflows and built-in governance features to ensure compliance with regulatory and data privacy standards.

Business Analysts Use conversation-level analytics to uncover process inefficiencies and inform customer experience (CX) strategy enhancements.

To ensure optimal deployment and performance, the solution requires the following AWS services, tools, and environment configurations:

Core Dependencies Amazon Q – Used for orchestration logic and workflow automation

Amazon Bedrock – Access to foundation models (e.g., Claude, Titan) for LLM-powered responses

**CRM Integration **– Enterprise-grade, integration-ready CRM platforms (e.g., Salesforce, Zendesk)

Centralized Knowledge Base – For efficient and accurate document retrieval and context building

1. 35% Reduction in Average Call Handling Time
2. 40% Increase in CSAT (Customer Satisfaction Scores)
3. Up to $3.5M in Annual Cost Savings

By automating core support workflows using generative AI, real-time transcription, and contextual intelligence, the platform allows:

1. Agents to focus on high-value interactions
2. Customers to resolve issues faster via AI-assisted self-service
3. Businesses to scale efficiently without compromising compliance or performance

This AWS-native solution redefines enterprise customer service by transforming traditional call centers into AI-first service environments.

With features like:

1. Real-time transcription & sentiment detection
2. Multilingual IVR & contextual agent assist
3. LLM-powered document retrieval & recommendations

…it empowers enterprises to:

1. Boost agent productivity
2. Reduce customer wait times
3. Deliver personalized, intelligent support at scale