IMPROVE SELF-SERVICE
Contact Centre Self-Service Customers Actually Finish
Conversational IVR, chat and voice AI on Amazon Connect that resolve routine contacts end to end, with a clean handoff when a person is needed.
Trusted across Canada
Self-service fails when it cannot do anything.
Menus that route and bots that answer FAQs do not resolve contacts. Customers learn to press zero.
Nine options and none of them is the reason the customer called.
A chatbot that cannot see the order, the balance or the appointment can only apologize.
The customer explains everything to the bot, then again to the agent.
Self-service built to resolve.
We design self-service around your top contact reasons, connect it to your systems, and measure containment honestly.
Channels
Self-Service Quality
Containment
Conversational IVR and voice AI
Natural language understanding with Amazon Lex and generative voice agents that handle the whole intent from greeting to confirmation.
Web and messaging chat
Chat on your site and in messaging channels, with the same bot logic and the same data connections as voice.
Transactions in self-service
Authentication, lookups and updates through secure data dips, so customers can act without waiting.
Context-rich handoff
When a person is needed, the agent sees the transcript, the intent and what has already been tried.
Contact reasons that belong in self-service.
We start with volume and simplicity, prove containment, then widen the scope.
Customers ask
Self-service does
Proven Results for Real Businesses
A National Healthcare Provider Moves from Mitel to Amazon Connect for Voice and Chat
Four Amazon Connect instances now run voice and chat for several business units, connected to clinic scheduling.
- 4 Amazon Connect instances in production
- Nov 2024 Production go-live
- 2 Channels on one platform: voice and chat
A Food Manufacturer Gives 350 Staff Phone Access to Their Schedules with a Serverless IVR
Plant staff call one number, enter their clock number and hear their next three days of shifts.
- ~350 Staff served daily
- 3 days Schedule look-ahead per call
- Zero Servers to patch or maintain
A Southern Ontario Electricity Utility Handles Power Outage Call Surges with Amazon Connect
A cloud IVR in front of customer service scales automatically during outages, so callers stop hitting busy signals.
- 2019 In production since November
- Auto Scaling for outage call surges
- Text-to-speech Custom outage messages
An Ontario Polytechnic Moves Its Contact Centres from Cisco to Amazon Connect
An assessment of four business units shaped a Cisco to Amazon Connect migration with voice, email and natural language self-service.
- 4 Business units assessed
- 2 Amazon Connect instances in production
- Dec 2024 Production go-live
A Canadian Airline Improves IVR Self-Service on Amazon Connect
A redesigned IVR call tree and a new self-service bot help the airline handle more routine travel questions without an agent.
- 2023 Redesigned IVR in production
- 1 Self-service bot added
- Zero Re-platforming required
Which contacts should never reach a queue?
Share your top ten contact reasons and we will tell you which ones self-service can finish, and how soon.
Contact us
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