Amazon Connect Self-Service Chat AI Agents by Digiclarity

Let customers help themselves, any time.

Digiclarity builds self-service AI agents for chat on Amazon Connect, using Amazon Lex and Amazon Bedrock. Customers don't wait in a queue for routine requests. The AI agent answers questions from your knowledge, and completes tasks such as checking an order, updating a booking or changing account details directly in your systems. Signed-in customers are recognized, so the AI agent starts from their profile, orders and past contacts. Customers tap time pickers, list pickers, carousels and quick replies instead of typing.

When a person is needed, the chat goes to the right team with the transcript, the customer profile and the reason, so nothing is asked twice.

What we build:

• Self-service AI agents that answer questions and complete tasks through your APIs
• Guardrails and handover rules, so the AI agent stays on topic and knows when to bring in a person
• Customer sign-in during the chat, with Customer Profiles
• Interactive messages, attachments and routing by the reason for the chat
• A chat widget in your brand, or each of your brands, built to accessibility standards
• AI agent, flows and integrations deployed as code, with a demo every sprint
• Testing on every browser and device, plus your security review

Chat goes live on a few pages first, then site-wide once it holds. We then tune the AI agent every week, using transcripts and missed questions, so more chats are resolved without an agent.

In hospitality, our chat recognizes signed-in guests, speaks their language, takes on each hotel brand's look, and routes to an agent or straight to the hotel's front desk. Handle time on handoffs fell 27%.