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AWS Solutions Library

Guidance for IVR Migration to Amazon Connect Using Generative AI on AWS

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Overview

This Guidance demonstrates a streamlined approach to modernizing contact centers by migrating legacy interactive voice response (IVR) and chatbot systems to Amazon Lex and Amazon Connect. Through innovative generative AI tools and automated conversion utilities, the Guidance significantly reduces migration timeframes from months to weeks. The Guidance preserves existing business logic and customer experience while providing comprehensive testing capabilities. Specifically designed to support migrations from solutions like Nuance, this standardized methodology addresses common transition challenges. Organizations can achieve faster implementation, minimize migration risks, and seamlessly integrate with AWS services to transform their contact center operations.

Benefits

Transform legacy IVR systems into intelligent conversational experiences using generative AI-powered automation. Reduce migration time and costs while maintaining business continuity.

Leverage automated schema validation and testing workflows to help ensure accuracy and reliability. Gain near real-time visibility into migration progress while minimizing operational risks.

Deploy a scalable, cloud-native contact center solution that integrates seamlessly with Amazon Connect. Enhance customer experiences while reducing infrastructure management overhead.

How it works

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.

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Deploy with confidence

Ready to deploy? Review the sample code on GitHub for detailed deployment instructions to deploy as-is or customize to fit your needs. 

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Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.

References to third-party services or organizations in this Guidance do not imply an endorsement, sponsorship, or affiliation between Amazon or AWS and the third party. Guidance from AWS is a technical starting point, and you can customize your integration with third-party services when you deploy the architecture.