AI-Powered Appeals and Grievance Intake with Amazon Connect
Virtusa Corporation · Customer Service
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
This solution transforms traditional appeals and grievance (A&G) intake into an AI-powered, speech-to-speech platform using AWS. Built on Amazon Connect, it combines Amazon Lex workflows with generative AI from Amazon Q and Nova Sonic for natural, real-time voice interactions.
Key Differentiators:
Show the rest of the publisher’s description (9 more lines)
- Intelligent IVR + AI Intake: Replaces legacy menus with a dynamic Voice + AI experience, guiding customers through complex A&G journeys.
- Voice Capture & Verification: Automated conversational bots securely verify caller identity and structure complaints.
- Automated Case Creation: Generates structured summaries and injects cases directly into the A&G system from the voice interaction.
- Seamless Integration: Connects directly into existing workflows like Pega.
Business Outcomes:
- 60% reduction in call handling time
- ~40% reduction in manual effort
- ~30% reduction in data errors
- Improved patient experience and expanded channels
Highlights
Highlighted by the publisher on AWS Marketplace.
Operational Efficiency & Cost Optimization Significantly reduces average handle time and manual effort by transforming traditional intake into an automated voice session. The AI assistant streamlines customer verification and data capture, minimizing operational friction and lowering overhead costs.
Next-Generation IVR + AI Architecture Combines structured Amazon Lex bot workflows with generative AI from Amazon Q and Nova Sonic to deliver an Intelligent IVR + AI experience. This cloud-native design enables both guided business processes and natural-language interactions, ensuring enterprise scalability and seamless integration into existing A&G workflows.
Backend Workflow Automation Securely orchestrates integrations with enterprise systems like Pega using AWS Lambda. The solution automates case creation, validation, and workflow processing while generating contextual interaction summaries for downstream case management.
Agent build and provenance
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Compliance
- FedRAMPConfirmedNot listed90%, registry-checkedNo FedRAMP Marketplace entry matched this vendor's domain, checked 2026-08-27registry recordas observed 2026-08-27
Confirmed means matched to a public authoritative registry. Claimed means the vendor or its listing states it, not yet cross-checked. A framework not shown was not found in any source we hold, which is not evidence against it. Not listed means a scoped registry check found no match for this vendor's domain: a No is a scoped registry check, not a compliance judgment. Confidence bands: 95% domain-verified, 90% registry-checked, 80% self-attested, 70% weak signal. Self-attested items marked “vendor's site” are gathered from the vendor's own website and are not verified by us.
Vendor
External enrichment · as of 2026-08-26
Sources
Linked repositories
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