AI Contact Center Accelerator for Amazon Connect by Dedicatted

Governed generative AI for the agents on your Amazon Connect (Amazon Connect Customer) instance, gated by a graded regression suite.

Mid-market contact centers of roughly 50 to 500 agents in retail, financial services, transportation and logistics, and software and SaaS support, already on Amazon Connect or moving to it. Sponsored by the VP Customer Operations or Contact Center Director, with the CIO or the Connect platform owner as technical approver.

Callers still pass through hand-built menu branches, so every new intent means another flow branch and another release. Agents retype after-contact notes into the CRM, supervisors read whole transcripts to learn why handle time moved, and knowledge lookups happen in a second window while the caller waits. Chatbot projects stall before production because nothing measures whether answers are grounded, or whether the next prompt change broke the last one.

1. Discovery and baseline: intent taxonomy, knowledge sources, the manual after-contact baseline and a graded conversation set built from your own contacts.

2. Intent routing: Claude on Amazon Bedrock classifies caller intent as Amazon Transcribe streams the call, and AWS Lambda returns the routing decision to your contact flow.

3. Grounded agent assist: retrieval over your knowledge systems through Amazon Bedrock Knowledge Bases; every answer cites its passage and Amazon Bedrock Guardrails block ungrounded answers.

4. Summarization and write-back: summary, disposition and follow-up actions in your own schema, written to the contact record and your CRM.

5. Evaluation and handover: regression scoring as the release gate, Terraform promotion across environments, runbooks, Amazon CloudWatch dashboards and handover.

Amazon Connect, Amazon Connect conversational analytics (Contact Lens), Amazon Lex, Amazon Transcribe, Amazon Bedrock (Claude), Amazon Bedrock Guardrails, Amazon Bedrock Knowledge Bases, AWS Lambda, Amazon S3, Amazon CloudWatch.

Amazon Connect includes native generative AI for agent assistance and post-contact summaries. We configure those features where they fit, and build the Amazon Bedrock layer where you need more: your own intent taxonomy in contact flows, assist over knowledge systems outside Connect's native sources with enforced citations, summaries in your own disposition schema written to an external CRM, and a regression harness as the release gate.

• Intent routing accuracy measured on every release against your graded conversation set, with the acceptance threshold agreed at kickoff.

• Every agent-assist answer cites a retrieved passage; ungrounded answers are blocked, not shown.

• After-contact work per contact measured against the first-week manual baseline, before and after go-live.

• Repeatable deployment into a clean AWS account from Terraform modules for further instances, environments and Regions.

• No release ships with a regression score below the previous release.

• You own the Terraform modules, orchestration code, guardrail configuration, graded set, runbooks and dashboards.

AWS Premier Tier Services Partner, AWS Generative AI Competency, AWS Agentic AI Competency and AWS Managed Service Provider (MSP) Program. Our team has built generative AI on Amazon Bedrock for a Canadian telecommunications company's customer concierge assistant and for a US voice and workflow automation platform.

Dedicatted is an AWS Premier Tier Services Partner headquartered in Toronto and Montreal, Canada, the first Canadian partner to hold both AWS AI Competencies (Generative AI and Agentic AI), and the first and only Canadian AWS Partner to hold the AWS Digital Sovereignty Services Competency. We deliver across Canada, the United States and Europe, in English and French, and support Canadian data residency in the AWS Canada (Central) and Canada West (Calgary) Regions. Deployments are designed around Quebec Law 25 and PIPEDA for Canadian customers and GDPR for European customers.

Before purchase: a scoping call within two business days of an enquiry, then a private offer. After purchase: a named engagement lead, email and phone support in Eastern Time business hours, response within two business days, faster targets under Managed AI Operations.

This service provisions resources in your AWS account, billed by AWS to you separately from this listing: Amazon Connect configuration and usage, conversational analytics where enabled, Amazon Lex bots, AWS Lambda functions, Amazon Bedrock model and Knowledge Bases usage, Amazon Transcribe streaming, Amazon S3 buckets, and Amazon CloudWatch dashboards and logs. IAM roles (Lambda execution, Bedrock invocation, Connect contact-flow integration, Transcribe streaming) are created by the Terraform modules you own.