CX-AI Agentic Build: AI Agents in Production on Amazon Connect

CX-AI Agentic Build takes one customer intent, usually your highest-volume contact driver with clear resolution criteria, automates it end to end on Amazon Connect, and proves it in production against a scorecard agreed before build. The agent, integrations and guardrails are delivered as code inside your own AWS account. We are not an agent vendor: we build, integrate and govern AI agents in your account rather than resell a platform, and our incentive is resolution quality, not seat counts.

Five to six weeks, one intent:

• Select (week 1): we screen intents for customer value and for data the agent can reach on day one, so your API backlog never gates the build.
• Design (week 2): conversation design, grounding, escalation and fallback, agreed before anything is built.
• Build (weeks 3-4): agent, integrations and guardrails delivered as code, built inside your own AWS account.
• Prove (week 5): functional, adversarial and user acceptance testing against the agreed scorecard.
• Scale (week 6): a governed go-live, tuning, and a recommendation for the next intents to automate.

What you receive: one high-volume intent live in production on Amazon Connect, in your AWS account; configured guardrails with grounded, bounded responses, tested under adversarial pressure rather than assumed; human-in-the-loop escalation that hands a person the full context, designed in from day one; a resolution, escalation-quality and compliance scorecard; and a scale recommendation for the next intents.

We measure resolution, not containment. Containment counts the contacts that end without a transfer to a human agent; resolution counts the contacts where the customer's underlying issue was actually settled, verified against the system of record. A customer who gives up, calls back on another channel, or accepts a wrong answer is counted as contained, which is why we measure resolution.

After the first intent is live, you get a scale recommendation for the next intents, with the first one in production as the working reference. Whatever goes live can land in CX Managed Services to be run, optimized and governed. CXBuilder is an Amazon Connect Service Delivery designated and AWS Advanced Tier partner, building agents on proven blueprints with guardrail and adversarial test evidence for what we build.