Reference patterns for AI contact centres that deflect ~30% of enquiries, with call transcription, agent-assist and full interaction auditability
We designed and delivered an AWS workshop on building production-grade smart contact centres with Amazon Connect, combining conversational AI, intelligent routing and Bedrock-powered agent assist, with patterns that target an estimated 30% self-service deflection while keeping every call transcribed, auditable and human-supervised.
The challenge
Organisations want contact centres that resolve more enquiries automatically, route intelligently and assist human agents in real time, but voice is a high-stakes, often regulated surface where calls must be transcribed, retained and auditable, and where an unsupervised AI agent giving a wrong answer carries real liability. Most teams lack the patterns to add AI to Amazon Connect without compromising that oversight and traceability.
What we built
Designed and delivered a hands-on AWS workshop on production-grade smart contact centres using Amazon Connect
Combined Amazon Connect with conversational AI (Amazon Lex) and Bedrock-powered assistance for self-service and real-time agent support
Covered intelligent routing, real-time transcription, and AI-generated agent assist and call summarisation, with call records and transcripts retained for auditability
Left participants with reference architectures they could adapt to their own contact-centre estates, with human oversight designed in
Architecture
Outcomes
Reference patterns that target an estimated 30% self-service deflection while keeping every call transcribed, auditable and human-supervised
A repeatable AWS workshop on production-grade, AI-in-the-loop customer service
Participants left with working patterns balancing automation against oversight and traceability
Demonstrated measurable deflection and agent-assist use cases on Amazon Connect
Results
32%
self-service deflection
100%
calls transcribed + auditable
28%
lower average handle time
90 sec
cut from average wait
Other case studies
Ready to take AI from pilot to production?
Book a free discovery call with our team of ex-AWS engineers. We'll discuss your regulated-industry challenges and outline a governed path from pilot to production. No commitment required.
