Digital Concierge: GenAI Assistant for Web, Mobile, and Contact Center

Service Overview

Dedicatted Digital Concierge is an interactive virtual assistant built end-to-end on AWS. The solution combines Amazon Bedrock, Amazon Nova, and Agents for Bedrock to provide fast, accurate, and secure self-service for customers and employees across industries. By integrating with your systems and data, the concierge delivers engaging, human-like interactions that reduce wait times, deflect repetitive tickets, and free teams to focus on high-value work.

The engagement includes use-case design, data and integration setup, security and guardrails, and deployment to your preferred channels. The solution integrates with systems such as ServiceNow, Salesforce, SAP, or custom REST and event sources through API Gateway, Lambda, and Step Functions. Everything runs in your AWS account to meet compliance, cost, and scalability needs.

HOW IT WORKS

Front end - Channels and experience

• Web and mobile widget, kiosk, or 3D/2D avatar optional
• Real-time voice via Amazon Connect and Amazon Lex
• Multilingual text and speech, secure SSO, and analytics overlays

Core brain - LLMs and orchestration

• Reasoning and high-fidelity responses with Amazon Nova on Amazon Bedrock
• Retrieval Augmented Generation using Bedrock Knowledge Bases with embeddings stored in Amazon OpenSearch Serverless
• Tool use and workflow automation via Agents for Bedrock and AWS Step Functions
• Safety, PII redaction, and response policies with Bedrock guardrails

Back end - Data and integrations

• Private data access from Amazon S3, DynamoDB, and relational sources
• System integrations through Amazon API Gateway, AWS Lambda, EventBridge, and AppFlow
• Observability with CloudWatch and distributed tracing; insights dashboards in Amazon QuickSight
• Network controls with VPC, PrivateLink, AWS WAF, and encryption using AWS KMS

WHAT YOU GET

• Cost savings: 30–45% reduction in Tier-1 support load within 3 months through ticket deflection and self-service
• Quicker responses: 40–60% faster time to answer with multi-turn reasoning and tool execution
• Enhanced agility: Update knowledge and skills in hours using Knowledge Bases and serverless integrations
• Measurable outcomes: KPI pack for containment rate, CSAT, AHT, and ROI

BENEFITS

• 24/7 availability: Always-on support for information, scheduling, status, and transactions
• Human-like interaction: Natural conversations, tool-aware reasoning, and optional voice or avatar experiences
• Scalability and efficiency: Handles thousands of concurrent sessions without quality loss
• Enterprise-grade security: Runs in your account with private networking, encryption, and full auditability

Use cases

• 24/7 customer support and knowledge search
• Product and services education with guided flows
• Navigation and wayfinding for venues or campuses
• Employee and customer onboarding, policy and procedure Q&A
• Order status, returns, claims, or appointment scheduling via API calls