About Client
A global insurtech provider, the client operates across 35+ markets in Asia, Europe, North America, and Africa. With a mission to redefine protection and insurance, its platform integrates device protection, insurance exchange, and digital insurance, serving millions of customers worldwide. The client’s digital-first strategy emphasizes scalable and intelligent technology solutions to enhance customer and partner engagement.
Challenge
The client needed a future-ready customer experience (CX) platform that could:
- Centralize customer communication across voice, chat (web and social), and email
- Seamlessly scale across geographies and compliance zones
- Reduce manual effort through AI-driven workflows
- Improve agent experience and interaction quality
- Lay the foundation for real-time language support and AI-based decision-making
Solution
Blazeclan developed a scalable, omni-channel platform powered by Amazon Connect and enhanced with GenAI integrations to drive automation, analytics, and next-gen customer support capabilities.
Amazon Connect as the Core Engine
- Centralized management of inbound and outbound voice communications
- Native support for web-based chat and WhatsApp
- Custom middleware integration to enable social media messaging (KakaoTalk, Zalo, Facebook Messenger, etc.)
- Modular integration with Microsoft Graph APIs for email communication
- Custom Contact Control Panel (CCP) for agent interaction management
GenAI Integrations
- Amazon QIC Bots (developed with AWS ProServe): Embedded into chat channels to deliver intelligent self-service, reducing agent load
- Auto Dispositioning Engine: Uses transcript-based AI analysis to automatically classify interaction outcomes, streamlining reporting and compliance
Planned Enhancements with GenAI:
- Real-time Voice Translation: AI-driven voice-to-voice translation to bridge language gaps between agents and customers
- Expanded Self-Service Automation: Smarter, more dynamic bots designed to handle complex workflows and reduce agent dependency
Outcome
- AI-enabled automation across channels with deep Amazon Connect integration
- GenAI-powered insights for post-interaction classification and QA
- Support for multilingual, multi-platform communication
- Flexible middleware architecture to plug in non-native channels
- Unified interface for agents to handle voice, chat, and email efficiently
Tech Stack
- Contact Center Core: Amazon Connect
- AI & Automation: Amazon QIC Bots, Auto Dispositioning (GenAI)
- Voice Routing: Twilio (region-specific)
- Middleware: Custom-built for social chat integration
- Email: Microsoft Graph APIs
- Messaging Platforms: WhatsApp, Facebook Messenger, Zalo, KakaoTalk, LINE
- Analytics & QA: Post-call evaluation and categorization modules