Generative AI Contact Center Saves $25M Annually

2.5 Million Inquiries a Year. Costs Rising Double Digits.  

A manufacturer's contact center was facing a problem. 2.5 million inbound calls and emails annually. Response times dragging. Costs climbing year over year with no end in sight. Agents were overwhelmed. Customers were frustrated. And the only path forward under the existing model was hiring more people to handle more volume — an approach that was expensive, unsustainable, and still wouldn't solve the experience problem.

The choice was clear: keep scaling headcount or fundamentally rethink how customer service works.

Three Scenarios. One Modernized Contact Center.

Using Perficient's Envision Framework and Journey Science Methodology, we designed a multi-year strategy to cut costs, improve agent productivity, and shift customers to self-service — without sacrificing experience.

We deployed Amazon Connect and AWS AI/ML services across three critical scenarios:

• Contain and Resolve Customer Inquiries: A chatbot powered by Amazon Lex and Amazon Bedrock indexes knowledge bases and ERP systems, mines customer case data, and delivers natural, contextual responses without agent involvement
• Automate Email Responses: Amazon Comprehend handles entity extraction and intent classification, routing high-confidence emails through Amazon Bedrock and AWS OpenSearch to generate personalized, automated replies

• Expedite Agent Resolution: A virtual assistant powered by Amazon Q in Connect provides agents with automated suggested responses and next steps in real time — pulling from product information, SharePoint content, and FAQs so agents spend less time searching and more time solving

   

$25M Saved. 39% Less Volume. $61M Revenue Lift on the Horizon.

The results are measured, not projected. $25M in traceable annual cost savings. A 39% reduction in contact volume through proactive SMS and email updates that deflected 975,000 inbound calls and emails. And revenue lift projections reaching $61M by improving customer experience and reducing friction at every touchpoint.

The contact center now scales without adding headcount. Customers get the service they expect, when they expect it. And the business that was facing unsustainable cost growth has a foundation built to handle whatever volume comes next.

That's the difference between a contact center that manages demand and one that's built to get ahead of it.