AI-Native Enterprise Product Support on Amazon Connect

Estimated fixed price and duration: The predefined AI-Native Enterprise Product Support Assessment and Pilot is offered at an estimated fixed price of $65,000 and is typically completed in 8–12 weeks, depending on customer readiness, product complexity, system access, SME availability, security approvals, and integration readiness. It may be purchased in two parts:

• Assessment and Pilot Definition — $25,000; typically 2–4 weeks

• Guardrailed Pilot Implementation — $40,000; typically 6–8 weeks

All or a portion of the fees may be credited toward a qualifying follow-on implementation, subject to scope and commercial terms. Final scope and pricing are confirmed based on the selected support scenario, product or asset scope, deployment environment, integrations, and diagnostic-data requirements.

Overview: Hexaware helps organizations modernize Technical Assistance Center (TAC), customer support engineering, and enterprise product support using Amazon Connect and AWS. The offering focuses on end-to-end technical resolution—not simply automating conversations, routing contacts, or retrieving knowledge.

The assessment evaluates up to 15 representative technical-support scenarios within one defined support domain or portfolio segment. Scenarios are prioritized by value, repeatability, support effort, technical-data readiness, action risk, integration feasibility, and resolution potential.

Key features:

• Scenario-led assessment: Assess up to 15 support scenarios and identify strong candidates for AI-enabled resolution.
• Customer-specific pilot: Design and implement one selected scenario through one interaction channel and bounded product/asset scope.
• Amazon Connect-centered engagement: Extend an existing environment or establish a limited pilot environment.
• Configurable technical resolution fabric: Combine reusable resolution patterns, specialized agents, product/asset context, knowledge grounding, workflow state, governed tools, escalation, and evaluation.
• Evidence-led diagnosis: Ground recommendations in approved knowledge and available cases, logs, telemetry, alarms, configurations, or technical evidence.
• Governed action and escalation: Guide, recommend, or execute approved actions within defined authorization boundaries, with human approval, fallback, safety controls, and evidence-complete expert handoff where required.
• Archetype-specific acceleration: Apply reusable patterns for connected products and IoT, enterprise hardware and edge, and industrial equipment.
• Defined pilot scope: Up to two customer systems, six existing API/tool operations, one primary technical knowledge corpus, and one primary diagnostic-evidence source.

Benefits:

• Validate a high-value support scenario before larger investment.
• Reduce time spent assembling context, searching knowledge, collecting evidence, and repeating diagnostics.
• Improve resolution consistency and support-engineer productivity.
• Reduce avoidable escalation through better evidence collection and expert handoff.
• Apply AI with governed tool use, human oversight, security, safety, auditability, and controls.
• Establish reusable patterns for additional scenarios, products, and channels.
• Accelerate value from Amazon Connect and AWS investments.

Expected outcomes: The engagement delivers a prioritized scenario assessment; recommended pilot scenario, channel, and product/asset scope; future-state resolution design; Amazon Connect/AWS target architecture; knowledge, diagnostic-data, integration, security, and readiness findings; a customer-specific guardrailed pilot; evaluation findings; production-readiness recommendations; and an initial scale roadmap.

Pilot objectives and success measures are defined collaboratively. Example measures may address resolution quality, time to diagnose, scenario completion, escalation quality, evidence completeness, support effort, control compliance, technical reliability, and integration performance.

Key AWS resources: The solution is centered on Amazon Connect and Amazon Bedrock. Where appropriate, Amazon Bedrock AgentCore may support agent runtime, governed tool access, identity, and observability. Supporting services may include AWS Lambda, Amazon API Gateway, AWS Step Functions, Amazon EventBridge, Amazon S3, Amazon DynamoDB, AWS Identity and Access Management, AWS Key Management Service, AWS Secrets Manager, AWS WAF, AWS Config, Amazon CloudWatch, AWS X-Ray, and AWS CloudTrail. Final service selection is defined during assessment.