Amazon Connect Agentic Self-Service Accelerator Service

Agentic self-service goes beyond scripted IVR trees. It combines large language models (LLMs), contextual memory, and real-time data retrieval so that callers and chat users can accomplish complex tasks — account changes, appointment scheduling, claim status, order management — entirely through natural conversation, with no agent involvement. When the interaction falls outside the agent's confidence threshold, it hands off to a live agent seamlessly, with full context.

This engagement designs, builds, and deploys that capability inside your existing Amazon Connect instance, using AWS-native services: Amazon Lex, Amazon Bedrock, AWS Lambda, Amazon DynamoDB, and Amazon Connect Contact Lens. The service has a four-phase delivery model: Discovery & intent mapping — structured analysis of your top call/chat driver intents, self-service candidate scoring, and agentic feasibility assessmen; architecture & design — solution blueprint covering Lex bot taxonomy, Bedrock agent configuration, Lambda integration patterns, DynamoDB session state design, and escalation logic; build & test — working deployment in your AWS account, UAT support, and load/regression testing; and launch & enablement — production go-live, agent supervisor training, CloudWatch dashboards, and a 30-day hypercare period.

The service has 3 tracks: Foundation ($30k) is a 4-week engagement delivering up to 3 intents; Advanced ($55k) is a 6-week engagement delivering up to 8 intents and multi-turn memory; and Enterprise ($85k) is an 8-week engagement delivering unlimited intents and a full agentic platform.