A full Amazon Connect contact centre with smart pre-routing, callback queuing, and real-time agent screen pop for an insurance provider.
An insurance provider needed an omnichannel contact centre supporting both voice and web chat, with intelligent pre-routing to avoid customer frustration when agents weren't available — and agents needed instant access to policy and claims data without manual lookups during live calls.
Designed and implemented an omnichannel contact centre solution on Amazon Connect for an insurance provider, supporting both voice and chat interactions through a toll-free number and web widget.
The call flow begins with intelligent pre-routing checks: hours of operation validation, holiday detection, and agent availability verification — ensuring customers are never left waiting when service is unavailable. Once in queue, the system announces estimated wait time and queue position. For longer waits, a callback option is offered so customers can hold their place without staying on the line; the system automatically triggers the callback when an agent becomes available.
When a call connects, Amazon Connect Customer Profiles automatically displays the customer's information — policy details, claims history, and past interactions — giving agents a fully informed start to every conversation. Agents can create follow-up tasks directly from the workspace. Once the call ends, a disposition code pop-up captures the outcome for reporting and analytics.
Written by
AWS Conversational AI & Generative AI Developer with 6+ years building enterprise contact center solutions, voice AI agents, RAG pipelines, and AI-powered applications on AWS. Currently at PwC US, previously at Genpact and Agenty Analytics.
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