Sold by: SHIFT Inc.
Next-Generation Contact Center Powered by Amazon Connect and Generative AI. Built on Amazon Connect and Amazon Bedrock, the solution combines rapid deployment and flexible scalability with SHIFT’s proprietary AI and knowledge management expertise. It improves response quality, operational efficiency, and customer experience through an end-to-end approach, enabling organizations to modernize their contact center operations with Generative AI.
Overview
AI Contact Center Solution by SHIFT is a next-generation contact center implementation and modernization service built on AWS services including Amazon Connect, Amazon Bedrock, Amazon Lex, Amazon Q in Connect, and Amazon OpenSearch Serverless. The solution addresses common contact center challenges such as complex IVR navigation, high after-call work (ACW), inconsistent service quality, and the effort required to prepare knowledge assets for AI adoption. By combining conversational AI, intelligent routing, 24/7 customer support automation, automated call summarization, real-time agent assistance, and CRM integration, the solution helps organizations improve both customer experience and operational efficiency. A key differentiator of the solution is SHIFT's proven expertise in implementation and operations. Through the use of Infrastructure as Code (IaC), Amazon Connect resources such as queues, routing profiles, AWS Lambda functions, Amazon DynamoDB tables, and Amazon S3 storage are standardized and deployed in a highly repeatable manner, enabling rapid implementation while reducing operational risk. In addition, SHIFT transforms FAQs, operational procedures, business rules, and anticipated Q&A materials into an AI-ready knowledge base by applying proprietary methods for data cleansing, content chunking, terminology normalization, metadata enrichment, and vectorization using Amazon OpenSearch Serverless. This creates a high-quality retrieval foundation that enables generative AI to deliver accurate and consistent responses. Organizations adopting this solution can reduce agent workload through automation, standardize service quality, improve customer satisfaction, maximize the value of enterprise knowledge, and optimize contact center operating costs. Leveraging SHIFT's extensive expertise in software quality assurance, system development, and digital transformation, customers receive end-to-end support from proof of concept (PoC) through production deployment and continuous improvement. This solution is ideal for organizations looking to build a cloud-based contact center on Amazon Connect, transform customer service operations with Generative AI, and improve customer support efficiency and effectiveness.
Highlights
- Build a Next-Generation Contact Center with Generative AI using Amazon Connect, Amazon Bedrock, and Amazon Lex.
- Improve customer satisfaction and operational efficiency through AI-powered self-service, real-time agent assistance, and automated call summarization.
- Achieve rapid, high-quality deployment through SHIFT's proprietary expertise in knowledge base optimization and Infrastructure as Code (IaC).
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