CX-AI Agentic Build
One customer intent, automated and in production, proven against a scorecard before anyone talks about scale.
Outcomes you can trust. Experiences worth having.
What’s included
One intent live in production
A high-volume contact driver automated end to end on Amazon Connect, inside your own AWS account.
Guardrails configured
Grounded, bounded responses behind configured guardrails, tested under adversarial pressure, not assumed.
Human-in-the-loop escalation
Escalation that hands a human the full context, designed in from day one, not bolted on later.
Scorecard and scale plan
Resolution, escalation-quality and compliance measured against agreed criteria, plus a recommendation for what to automate next.
Measured on resolution and escalation quality
One high-volume intent live in production, in your AWS account
Configured guardrails with grounded, bounded responses
Human-in-the-loop escalation with full-context handover
Resolution, escalation-quality and compliance scorecard
Scale recommendation for the next intents
Outcomes you can trust. Experiences worth having.
Five to six weeks, one intent
Select
Week 1
We screen intents for customer value and data the agent can reach on day one, so your API backlog never gates the build.
Design
Week 2
Conversation design, grounding, escalation and fallback, agreed before anything is built.
Build
Weeks 3–4
Agent, integrations and guardrails delivered as code, built inside your own AWS account.
Prove
Week 5
Functional, adversarial and user acceptance testing against the agreed scorecard.
Scale
Week 6
A governed go-live, tuning, and a recommendation for the next intents to automate.
Specialists, not generalists
Scalable Expertise
We are an Amazon Connect Service Delivery designated and AWS Advanced Tier partner. Agents built on proven blueprints, not slideware.
Trusted Reliability
99.9%+ uptime architectures and tested disaster recovery runbooks, running in your boundary, with guardrail and adversarial test evidence for what we build and ongoing control mapping once we operate it.
Embedded Flexibility
We build AI agents inside your own AWS account: we integrate and govern rather than resell a platform.
Questions, answered
No. We are not an agent vendor. We build AI agents inside your own AWS account, and our incentive is resolution quality, not seat counts.
Usually your highest-volume contact driver with clear resolution criteria. The select phase scores candidate intents on value and feasibility and recommends one.
Containment rate is the percentage of contacts that end without transferring to a human agent. Resolution rate is the percentage of contacts where the customer's underlying issue was actually settled, verified against the system of record. Containment counts what the automation avoided; resolution counts what it accomplished. A customer who gives up, calls back on another channel, or accepts a wrong answer is counted as contained — which is why we measure resolution.
Against a scorecard agreed before build: resolution rate, escalation quality and compliance behavior. We measure whether customers actually get resolved, not how many calls were deflected.
You get a scale recommendation for the next intents, with the first one live in production as the working reference. Whatever goes live can land in CX Managed Services, run, optimized and governed.
Why we measure resolution rather than containment, and how the human handoff gets designed first, is covered in our field notes on CX strategy.
