Amazon Connect Customer for Financial Services
Personalized, AI-powered customer experiences across every channel, with built-in security and compliance
Deliver Personalized and Secure Financial Experiences at Scale
Legacy contact centers create friction for financial institutions. Fragmented channels force customers to repeat themselves, human agents lack real-time context, and rigid systems can't keep pace with rising expectations. Amazon Connect Customer solves this with AI-native, omnichannel capabilities built for financial services. Agentic AI handles KYC verification, fraud alerts, and routine inquiries while agents get a 360-degree customer view and next-best-action guidance. With built-in compliance controls and pay-as-you-go pricing, financial institutions reduce operational complexity while growing customer lifetime value.
Overcome Financial Services Customer Experience (CX) Challenges
AI agents handle routine inquiries such as balance checks, KYC verification, fraud alerts, and payment disputes while surfacing real-time next-best-action guidance to human agents for complex financial conversations. Use predictive analytics to flag churn risk, detect compliance drift, and identify cross-sell opportunities, all within a single unified workspace.
Automatically redact PII and sensitive financial data from transcripts. Analyze 100% of customer-agent conversations, not just a sample, to detect compliance gaps, conduct sentiment analysis, and support audit trails. Amazon Connect Customer analytics delivers omnichannel quality management with automatic contact categorization, agent evaluations, and intelligent search across interaction history.
Deploy AI agents that authenticate customers, process loan status requests, handle claims inquiries, and manage account servicing across voice and digital channels in multiple languages. Intelligent routing and context-aware escalation ensure human agents only handle high-value, complex interactions, reducing wait times and improving first-contact resolution.
Migrate from rigid, on-premises contact center infrastructure with minimal downtime. Amazon Connect Customer is built for financial services with pay-as-you-go pricing, an expanding set of AI-native capabilities, and proven third-party integrations and partner solutions that accelerate time to value.
NatWest creates a DevSecOps solution for the long-term success of Amazon Connect Customer.
Purpose-Built for Financial Services
Generative AI-powered self-service and chatbot experiences
AI-powered customer service across voice and digital channels from balance inquiries and fraud alerts to claims status and payment disputes. AI agents handle routine financial inquiries autonomously, seamlessly escalating to human agents with full context when complex financial guidance is needed.
Agent workspace
A single, intuitive application that gives agents complete customer context including financial history, account details, and compliance-relevant data with AI-powered recommendations and step-by-step guidance to resolve issues efficiently and improve customer experiences.
Contact forecasting, capacity planning, and scheduling
Predict contact workloads with ML-powered accuracy across short-term and long-term horizons. Optimize staffing for seasonal financial deadlines, market volatility spikes, and open enrollment periods reducing traditional spreadsheet-based capacity planning.
Real-time and historical analytics
Customizable dashboards with real-time and historical metrics including AI agent performance, hand-off rates, sentiment scores, and average handling time. Monitor compliance-relevant interactions, track cross-channel performance, and stream contact metrics for analysis alongside conversion rates and customer satisfaction.
Financial services compliance and security
Operate with enterprise-grade security on AWS infrastructure that supports multiple regulatory requirements. Built-in authentication workflows help satisfy KYC requirements and enable near real-time fraud prevention across channels.
See How Financial Services Leaders Succeed with Amazon Connect Customer
NatWest
NatWest, a leading UK bank serving 19 million customers, engaged with AWS to revolutionize customer service through Amazon Connect Customer AI. It was able to create and launch 30 new self-serve journeys in just three weeks, and improved customer sentiment scores by up to 22%.
esure Group
Insurance organization esure Group has transformed its customer experience by creating tailored and personalized user experiences using Amazon Connect Customer AI. The company has integrated Customer AI with data from other platforms including EIS, Forgerock, Iovation, and Braze to create interactions that build customer loyalty.
Empower
Empower is a leading financial institution and investment company serving over 18 million Americans. By implementing a custom CX software solution with Amazon Connect Customer and Amazon Bedrock, Empower scaled call coverage for quality assurance by 20x, now analyzing thousands of call transcriptions daily and reducing QA review time from days to minutes.
Capital One
Capital One, a US-based financial industry leader, says “Amazon Connect Customer is helping us capture customer intent and provide an even more seamless, personalized customer experience. In just a few months on Customer AI, we’re already improving customer outcomes and overall business agility, and this is just the beginning.”
Financial Services Use Cases
Seamless financial customer engagement
Unify customer interactions across digital and voice channels while integrating critical financial data from loan application status and claims inquiries to fraud alerts and payment disputes. Maintain context across touch points, enabling informed, context-rich conversations that build lasting relationships.
Agent productivity and empowerment
Enhance financial customer service with AI agents that automatically identify issues, gather contextual information, and offer real-time recommendations from next-best-action guidance during retention calls to KYC authentication workflows. AI-powered post-contact summaries reduce manual note-taking while maintaining compliance.
Compliance-ready analytics and workforce optimization
Monitor compliance for interactions with real-time analytics and sentiment analysis. AI-powered forecasting reduces spreadsheet-based capacity planning, optimizing staffing for market volatility spikes, open enrollment periods, and seasonal financial deadlines. Stream contact metrics to your data lake for analysis alongside conversion rates and regulatory reporting.
Comprehensive financial customer intelligence
Enrich customer profiles with real-time interaction signals and create segments dynamically. Calculate customer attributes and combine Customer AI interaction metrics with profile data to segment customers based on behavior, preferences, and journey stage.
Flexible Pricing for Financial Services Customer AI
Amazon Connect Customer is a pay-as-you-go customer AI solution, with pricing based on usage instead of seats or capacity peaks. Customer pricing is per unit (minute, day, task, message) depending on your service selection. Browse plans to choose your Customer pricing model, including unlimited AI and various communication channels. Change in the future as your needs shift.
