AI-Native Banking and Lending Servicing on Amazon Connect

Estimated fixed price and duration: The predefined AI-Native Servicing 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, system access, security approvals, and stakeholder availability. 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 or broader AI-native servicing transformation, subject to the scope, timing, and commercial terms of that engagement. Final scope and pricing are confirmed based on the selected journey, deployment environment, integration requirements, and customer needs.

Overview: Hexaware helps banks, credit unions, lenders, card issuers, mortgage servicers, and retirement or wealth servicing organizations design and prove AI-native servicing journeys using Amazon Connect and AWS. The offering focuses on resolving customer needs across servicing processes—not simply automating individual interactions or containing contacts.

The assessment evaluates up to 15 servicing journeys and prioritizes candidates based on customer value, operational impact, risk, complexity, data readiness, and integration feasibility. Hexaware and the customer then select one journey and one interaction channel for detailed design and customer-specific pilot implementation.

Key features:

• Journey-led assessment: Assess up to 15 servicing journeys and identify the strongest candidates for AI-enabled resolution.
• Customer-specific pilot: Design and implement one selected journey through one customer interaction channel.
• Amazon Connect-centered architecture: Extend an existing Amazon Connect environment or establish a limited environment for customers evaluating or beginning adoption.
• Agentic journey orchestration: Coordinate customer engagement, context gathering, knowledge access, decisioning, workflow execution, and servicing actions across the selected journey.
• Governed tool access: Use applicable APIs, AWS Lambda functions, and enterprise services as controlled tools for retrieving information and completing approved actions.
• Governed resolution: Incorporate human review, escalation, fallback, exception handling, monitoring, auditability, and controls aligned to the journey’s risk profile.
• Defined integration scope: Integrate up to two customer systems and up to six existing API endpoints or operations, subject to assessment findings.
• Flexible deployment: Use a customer AWS environment or a Hexaware-supported AWS environment based on readiness and agreed security and data requirements.

Benefits:

• Validate a priority servicing use case before committing to a larger transformation.
• Improve the end-to-end resolution of eligible customer needs.
• Reduce unnecessary live-agent effort, transfers, and repeat contacts.
• Improve servicing consistency and provide human agents with better context for complex cases.
• Apply AI with appropriate human oversight, security, governance, and operational controls.
• Establish reusable journey, architecture, integration, and governance patterns.

Expected outcomes:

• A prioritized assessment of up to 15 servicing journeys
• A recommended pilot journey and interaction channel
• Detailed future-state design for the selected journey
• An Amazon Connect and AWS target architecture
• Integration, data, security, and readiness findings
• A customer-specific, guardrailed pilot
• Pilot evaluation findings and production-readiness recommendations

Pilot objectives, acceptance criteria, and success measures are defined collaboratively during the assessment based on the selected journey, channel, operational baseline, risk profile, and customer priorities.

Key AWS resources: The solution is centered on Amazon Connect and Amazon Bedrock. Where appropriate, Amazon Bedrock AgentCore Gateway can provide governed access to APIs, AWS Lambda functions, and enterprise services as Model Context Protocol-compatible tools that AI agents use to retrieve information and complete servicing actions.

Depending on the selected journey and customer environment, supporting AWS services may include:

• Amazon Bedrock AgentCore
• AWS Lambda
• Amazon API Gateway
• AWS Step Functions
• Amazon EventBridge
• Amazon Kinesis Data Streams
• Amazon S3
• Amazon DynamoDB or Amazon RDS
• AWS Identity and Access Management
• AWS Key Management Service
• AWS Secrets Manager
• AWS WAF
• AWS Config
• Amazon CloudWatch
• AWS X-Ray
• AWS CloudTrail
• Amazon QuickSight