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RIΛD

GenAI Contact Center Summarization & Agent-Assist

Real-time call/chat summarization, QA notes, and next-best actions using Amazon Bedrock. API Gateway exposes secure endpoints; Lambda performs PII redaction, prompt hydration, and tone rules; outputs land in S3/Redshift for analytics.

Real-time call/chat summarization and agent-assist with Amazon Bedrock for enhanced customer service

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Who it's for

Call centers on Amazon Connect or third-party CCaaS, high AHT/ACW environments, QA/compliance-heavy teams.

Sales Lifecycle

Discovery: AHT/ACW baseline, CRM fields, languages
POC: 100–300 interactions; latency/quality tuning
Pilot: CRM integration via API Gateway; redaction validated; reporting
Scale: BU onboarding via CloudFormation; Guardrails in Control Tower

Success Matrices

  • 20–35% ACW reduction
  • 10–20% AHT reduction
  • QA coverage >90%
  • <2.5s summary latency

Prerequisites

Access to transcripts/events
SSO integration
Data retention policy

Deliverables

  • Redaction library
  • Secure APIs
  • CRM connector
  • Dashboards
  • Operations runbook
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