Smart Connect Accelerator - AI Automation for Contact Centers by Apser

## How It Works: A Real-World Use Case

Consider the challenge of post-call summarization and after-call work (ACW). Before Smart Connect Accelerator, agents spend minutes manually documenting each interaction. With our Generative AI automation, calls are transcribed in real time, summaries are generated automatically, and disposition codes are suggested - freeing agents to focus on the next customer. This single workflow automation can reclaim significant agent capacity across hundreds of daily interactions.

## Integration and Compatibility

Smart Connect Accelerator integrates with your existing contact center platform - including Amazon Connect - and leverages AWS services such as Amazon Bedrock for foundation model access and Amazon Transcribe for speech-to-text processing. The solution coexists with your current technology stack, meaning there is no rip-and-replace requirement. Your existing routing, CRM integrations, and reporting remain intact.

## 4-Week Engagement Phases

**Week 1 - Discovery and Scoping:** Process audit of your contact center workflows, identification of high-impact automation candidates, and alignment on success metrics. Deliverable: scoping document with prioritized use cases.

**Week 2 - Design:** Solution architecture mapped to your environment, AI model selection and prompt engineering, integration design. Deliverable: technical design document and integration plan.

**Week 3 - Build and Configure:** Deployment of automation workflows in your AWS environment, configuration of AI models, and connection to your contact center platform. Deliverable: configured solution in staging.

**Week 4 - Test and Go-Live:** End-to-end testing with live call data, agent training, performance validation, and production deployment. Deliverables: go-live runbook, knowledge transfer session, and documentation package.

## Security and Compliance

Smart Connect Accelerator is deployed within your own AWS account, ensuring customer data never leaves your environment. Data is encrypted in transi, access is managed through AWS IAM with least-privilege principles, and all actions are logged for audit purposes.

## Prerequisites and Scope

To ensure a successful 4-week engagement, buyers should be prepared to provide:

• Access to their contact center environment and relevant APIs
• Historical call data or recordings for AI model tuning
• A designated project sponsor and one technical point of contact
• An active AWS account with appropriate permissions (if you don't have one, the Apser team will create and set it up for you as part of the engagement)

The 4-week scope covers one to two prioritized automation workflows. Additional workflows can be addressed in follow-on engagements.

## Get Started

To begin, request a scoping call with the Apser team to assess your contact center's automation readiness and identify the highest-impact workflows for your 4-week engagement.