Nova designs and deploys AI-powered contact centers on AWS using Amazon Connect and Amazon Bedrock, with call flows, automation paths, and agent support features defined before go-live. The result is an AI-enabled contact center that handles real customer volume without interrupting your daily operations.
Scale Customer Interactions Without Headcount Growth: Automate routine calls and chats using Amazon Connect flows and AI-assisted self-service. Common requests get resolved before they reach an agent, reducing queue times and headcount growth during demand spikes.
Apply AI Inside Governed Call Flows: Use Amazon Bedrock to power customer bots, agent assist, and call summaries. AI runs inside defined workflows, so responses follow approved logic and data sources instead of free-form chat behavior.
Design First, Then Build: Call routing, escalation rules, AI use cases, and success metrics are defined before configuration starts. This avoids rework and prevents production changes during peak support hours.
Move From Pilot to Live Operations: Proof-of-concepts are converted into scoped production builds with clear architecture, security boundaries, and cost assumptions. Systems are prepared for live traffic.
Our team builds self-service experiences for calls and messages using Amazon Bedrock for GenAI-powered responses and Amazon Lex for conversational flows. Bots resolve common requests using approved data sources and follow defined escalation paths to agents when needed.
We can implement AI-assisted features inside the Amazon Connect agent workspace. Agents receive real-time suggestions, knowledge lookups, and call summaries during or after conversations, which reduces manual work and improves response consistency.
Nova enables transcription, sentiment analysis, and conversation analytics across customer interactions. These capabilities are used for quality monitoring, agent coaching, and identifying recurring issues that drive call volume.
Amazon Connect is integrated with existing customer systems and internal platforms so agents receive relevant context, interaction history, and case data at the start of each conversation.
Nova structures AI call center delivery through a set of workshops that move from assessment to production-ready planning and deployment on Amazon Connect with GenAI on Amazon Bedrock.
Workshop 1: Call Center Readiness & Use-Case Definition
In this half-day workshop, Nova reviews how your contact center runs today and where AI can be introduced without disrupting live support. The session examines call flows, routing logic, queues, and escalation paths on Amazon Connect or existing platforms.
Together with your team, Nova identifies which interactions fit self-service automation and which require agent support. The workshop also reviews data access and required integrations. With this, you leave with a clear, feasible list of AI use cases ready for implementation.
What’s Included:
Workshop 2: GenAI Activation on AWS
This two-part workshop turns approved call center AI use cases into a working AWS implementation. Nova works with your team to design contact flows, define AI response behavior, and prepare a functional proof of concept using Amazon Connect and Amazon Bedrock.
The focus is on real call scenarios, escalation rules, and data access patterns. By the end of the workshop, you have a validated prototype that reflects how your contact center actually operates.
What’s Included:
Workshop 3: Production & Delivery Planning
This one-day workshop prepares your AI call center for live operation on AWS. Nova reviews the proof of concept and defines what is required to run it reliably at scale using Amazon Connect and Amazon Bedrock.
The session focuses on final architecture, performance considerations, delivery phases, and cost expectations. At the end of the day, you have a clear plan to move from pilot to production.
What’s Included:
Why Nova
Delivery Teams That Stay Involved Past Design: The same Nova consultants who define call flows, AI behavior, and integrations remain involved through build and handover, so early decisions still hold when the system is live.
Access to AWS Partner Programs and Funding Paths: As an Amazon Web Services Advanced Tier Services Partner, Nova can align projects with AWS programs, technical resources, and program incentives where applicable.
Our Services
Increase efficiency, scalability, and security with AWS cloud solutions tailored to your business.
Gain a competitive advantage and leverage emerging technology to transform your business.
Our DevOps experts help you stay agile and launch new products, optimizing delivery pipelines.
We monitor, optimize, and secure your tech stack while keeping costs in check and performance high.
Streamline your operations and drive innovation with new integrations and software capabilities.
Frequently Asked Questions
Get clear answers to common questions about our AWS AI call center services. Whether you’re evaluating a partnership or planning changes to your contact center, we're here to help.
AI supports modern call centers by reducing friction across the entire customer journey. It can handle routine requests, route interactions more accurately, and assist agents during live conversations.
This reduces time spent on repetitive work and helps teams respond more consistently. When applied correctly, AI improves resolution speed and reliability, which directly affects customer experiences during peak volumes and unexpected demand.
The best AI for customer service is the one designed to work inside live operations. Nova uses generative AI deployed through Amazon Bedrock and executed inside Amazon Connect.
This approach supports real customer support workflows instead of open-ended chat. AI responses follow defined logic, approved data sources, and escalation rules, which makes them usable in production environments.
Amazon Connect can replace or augment legacy platforms while integrating with existing scheduling, reporting, and workforce management systems. Nova configures it so current processes remain intact while routing, telephony, and queues move to AWS.
This phased approach allows teams to transition without disrupting daily operations or retraining everyone at once.
GenAI is applied differently depending on the interaction. On the customer side, it answers common requests using approved customer data. On the agent side, it supports humans during live interactions with summaries and guidance.
Nova defines strict boundaries so AI agents assist rather than replace human judgment. This keeps responsibility and decision-making with the agent.
AI reduces manual tasks such as searching for answers or writing summaries, which improves agent performance during live calls. Agents stay focused on the conversation instead of post-call work. In time, this leads to more consistent handling, fewer errors, and improved customer satisfaction across your contact center.
AI supports quality management by reviewing interaction patterns across all channels instead of relying solely on small call samples.
It produces AI-powered insights from trends in customer conversations to help supervisors identify recurring issues. This includes analysis of call recordings and the ability to surface real-time insights during live interactions.
AI helps manage demand by resolving common customer queries before they reach agents, which reduces pressure on the call queue. Over time, historical data is used for predictive analytics to forecast demand. These predictive insights help teams plan staffing, scripts, and automation before issues escalate.
AWS provides the core services, including routing, AI models, and infrastructure. Nova delivers architecture, implementation, and operating models that make those services usable in production.
This includes call analytics across inbound calls, deployment of AI voice agents where appropriate, and control over the generative process. The focus is on predictable execution rather than experimentation.
GenAI refers to systems that generate responses rather than select predefined ones. In contact centers, this means controlled conversational AI that supports multilingual support and delivers natural, human-like conversations within strict rules.
Unlike consumer tools, Nova deploys GenAI as part of the customer support journey, with controls designed for live contact center operations. The solution focuses on reducing churn, enforcing enterprise security protocols, and supporting real customer calls through governed agent behavior and defined escalation paths.
