AI Telecom Bots

A major telecommunications provider needed to modernize their customer service operations to handle high call volumes while reducing operational costs. Their existing IVR system was rigid, frustrating customers with limited menu options and long wait times. The company required an intelligent solution that could understand natural language, handle complex queries, and seamlessly escalate to human agents when needed.

Designed and implemented a multi-bot conversational AI system using AWS services:

• AWS Lex for natural language understanding and conversation management
• Amazon Bedrock with Claude for advanced reasoning and context-aware responses
• Amazon Connect for omnichannel customer engagement (voice, chat, SMS)
• Lambda functions for business logic and backend integrations
• DynamoDB for conversation state management and customer context

The architecture featured:

• Intent classification for routing queries (billing, technical support, account management)
• Multi-turn conversations with context retention across channels
• Sentiment analysis for proactive escalation to human agents
• Integration with existing CRM and billing systems
• Real-time analytics dashboard for monitoring bot performance

• 65% reduction in average call handling time
• 40% decrease in operational costs within first 6 months
• 85% customer satisfaction rating for bot interactions
• 70% of queries resolved without human intervention
• Scaled to handle 10,000+ concurrent conversations
• Deployed across 3 countries with multi-language support