Amach Aviation AWS Contact Centre - AI-Powered Customer Experience

## Engagement Phases

**Phase 1 — GAP Analysis.** We map your Current vs Target Operating Process (COP vs TOP), run stakeholder interviews across operations, customer service, and IT, audit your existing systems, and review performance data.

**Phase 2 — Implementation.** Amach's Professional Services team configures the full Amazon Connect Customer platform for your operation: omnichannel routing across voice, chat, email, and messaging; a generative AI virtual agent for bookings, loyalty, and IROPs; real-time agent assistance; and workforce management, connected to your CRM and operational systems.

**Phase 3 — Ongoing Support.** Once live, Amach provides continuous AWS-certified support, tuning the AI agent, monitoring performance, and evolving the solution over time.

## Proven Aviation Delivery

Amach's Amazon Connect delivery experience includes **Aer Lingus** and **IAG Loyalty**. Aer Lingus saw accessibility increase by over 50%, along with streamlined queues and stronger agent productivity, real outcomes from a real aviation deployment, not a lab demo.

## Full Platform Capability

Amazon Connect Customer gives you a single system across the whole contact centre, not a point solution bolted onto what you already have:

• **Omnichannel engagement** — voice, chat, email, SMS, and messaging in one unified queue
• **Agentic self-service** — AI agents resolve bookings, loyalty, and IROPs enquiries end-to-end, escalating with full context only when genuinely needed
• **Real-time agent assistance** — next-best-action guidance surfaced to human agents live
• **Workforce management** — forecasting, scheduling, and adherence across your workforce
• **Enterprise security and high availability** — built on AWS's resilient, globally available infrastructure

## Key AWS Services & Pricing

Core services: **Amazon Connect Customer**, a Leader in the 2025 Gartner Magic Quadrant and Forrester Wave for CCaaS; **Amazon Nova Sonic** (via Amazon Bedrock) for real-time voice; **Agentic CX Designer** for no-code conversational builds; **Amazon Connect Contact Lens** for sentiment analysis; and **Amazon DynamoDB**/**AWS Lambda** for integrations. Choose standard pay-as-you-go pricing, or Unlimited AI ("all-you-can-eat") pricing, which bundles every AI capability into your per-minute or per-message rate. Amach's Professional Services team and ongoing support sit behind either choice.

## AI-Accelerated Delivery

Amach accelerates every phase using **Claude Code**, Anthropic's agentic coding CLI, and **Kiro**, AWS's spec-driven agentic IDE, configuring infrastructure and conversational flows faster and with fewer errors than manual work alone. Both remain available to your team after handover.

## Challenges We Address

• Disconnected, outdated legacy contact centre systems
• Manual workflows causing slow resolution and inconsistent service
• High costs during peak and disruption periods
• Inconsistent passenger experience across channels
• Limited visibility and reporting

## Outcomes You Can Expect

• Up to 95% reduction in voice touchpoints
• 27% faster average handling time, 90% reduction in call abandonment
• Omnichannel service with AI-driven proactive updates during IROPs
• A unified agent workspace with real-time knowledge, cutting training overhead
• One platform covering voice, chat, email, agent assistance, and workforce management

## Scope & Prerequisites

You will need an active AWS account and named stakeholders from operations, customer service, and IT for the GAP Analysis. Pricing model (pay-as-you-go or Unlimited AI) is agreed during Phase 1. CRM and booking system integration is scoped in Phase 1 and built in Phase 2. Available as a bundle: legacy application migration support.

## Use Cases

Contact centre modernisation, passenger self-service for bookings and loyalty, and passenger engagement and retention, all strengthened by agentic AI across every channel.

## Get Started

Ready to move from legacy IVR to a full AI-powered contact centre built for aviation? Contact sales@amach.com to begin with a GAP Analysis scoped to your operation.