Conversational AI
AI agents for every customer conversation, built on Amazon Connect Customer.
We design, build and run complete contact centres on Amazon Connect Customer: AI agents that resolve requests on voice, chat, SMS, web chat and social channels, real-time assist for your human agents, and the integrations, case management, monitoring and evaluations around them.
Our training programme, The Human Job, teaches the core of this stack: Amazon Connect Customer, AWS Lambda and Agentic CX Designer. About the programme
Can I move my booking to Friday, same time?
Sure. I can see Wednesday at 3:00 PM. Move it to Friday at 3:00 PM?
Yes please.
Done. A confirmation is on its way.
Resolved by the bot · no hand-off needed
What it means in practice
- Self-service AI agents for voice, chat, SMS, web chat and social messaging, with a clean hand-off to a person when needed.
- Agent assist: real-time answers, next-best actions and after-contact summaries for your human agents.
- Knowledge-base integrations, so every answer comes from your own approved content.
- Integrations with your third-party tools for automation, through APIs, MCP and A2A.
- Custom agents built with Amazon Lex, AWS Lambda, Amazon Bedrock and other AWS services as needed.
- Agentic CX Designer: no-code self-service experiences your business team can keep improving.
- Complete IVR setup, including multilingual flows, voices and routing.
- Automated case management and a customised agent workspace.
- Monitoring, dashboards and evaluations: AI agent traces, Contact Lens analytics and agent performance evaluations.
What you get
- An Amazon Connect Customer contact centre with IVR, routing and contact flows, ready for production traffic
- Self-service and agent-assist AI agents with their knowledge bases
- Integrations with your CRM, booking, order or ticketing systems (APIs, MCP, A2A)
- Case management and a customised agent workspace
- Dashboards, evaluations and a runbook, with a handover to your team
Typical stack
- Amazon Connect Customer
- Agentic CX Designer
- Connect AI agents
- Amazon Lex
- AWS Lambda
- Amazon Bedrock and AgentCore
- Contact Lens
- Connect Cases
- MCP and A2A
We work with the tools your teams already use.
How it runs
- AssessWe review your architecture, data, goals and constraints, and agree what success looks like.
- DesignTarget architecture, a delivery plan and the measures we will be judged on.
- BuildShort iterations, working software early, built alongside your team in your accounts.
- RunWe operate it to agreed service levels, improve it, or hand it over with runbooks.
Tell us where your AI is stuck.
One conversation with an engineer. No sales script.