Key Business Impact

Working MVP delivered; proven reference for voice AI cross-sell with 97% cost reduction per call.

Project Overview

AI-powered customer service call automation with working demo/MVP for enterprise contact centers.

Technical System Architecture

Operational data flow and system architecture designed for this solution:

input

Customer Inquiry

process

Agent Routing

ai

GenAI Agents

output

Resolution Actions

Case Study & Delivery

Delivered AI assistant in Amazon Connect with production-grade voice automation and escalation flows.

Consulting Assessment & Strategy

As an AI consultant, the primary focus for this project was to establish a production-grade infrastructure that balances LLM performance, response latency, and system cost. This was achieved by introducing specific design patterns:

  • Agentic Orchestration: Decoupling tasks into dedicated specialized agents to reduce complexity and improve reasoning accuracy.
  • Custom Model Routing: Routing simple tasks to lightweight tier-2 models (e.g. AWS Nova Flash / Sonic) and reserving heavy reasoning for flagship models.
  • Security & Compliance Guardrails: Integrating strict input/output verification steps to prevent PII exposure and prompt injections.