{"id":65833,"date":"2025-08-29T14:43:00","date_gmt":"2025-08-29T09:13:00","guid":{"rendered":"https:\/\/blazeclan.com\/studies\/reimagining-omni-channel-cx-with-genai-amazon-connect-for-a-leading-insurtech\/"},"modified":"2025-11-06T15:33:06","modified_gmt":"2025-11-06T10:03:06","slug":"reimagining-omni-channel-cx-with-genai-amazon-connect-for-a-leading-insurtech","status":"publish","type":"case_study","link":"https:\/\/blazeclan.com\/asean\/studies\/reimagining-omni-channel-cx-with-genai-amazon-connect-for-a-leading-insurtech\/","title":{"rendered":"Reimagining Omni-Channel CX with GenAI &amp; Amazon Connect for a Leading Insurtech"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">About Client&nbsp;<\/h2>\n\n\n\n<p>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\u2019s digital-first strategy emphasizes scalable and intelligent technology solutions to enhance customer and partner engagement.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Challenge&nbsp;<\/h2>\n\n\n\n<p>The client needed a future-ready customer experience (CX) platform that could:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Centralize customer communication across voice, chat (web and social), and email\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Seamlessly scale across geographies and compliance zones\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reduce manual effort through AI-driven workflows\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Improve agent experience and interaction quality\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lay the foundation for real-time language support and AI-based decision-making\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Solution&nbsp;<\/h2>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Amazon Connect as the Core Engine\u00a0<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Centralized management of inbound and outbound voice communications\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Native support for web-based chat and WhatsApp\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Custom middleware integration to enable social media messaging (KakaoTalk, Zalo, Facebook Messenger, etc.)\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Modular integration with Microsoft Graph APIs for email communication\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Custom Contact Control Panel (CCP) for agent interaction management\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">GenAI Integrations\u00a0<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Amazon QIC Bots (developed with AWS ProServe):<\/strong> Embedded into chat channels to deliver intelligent self-service, reducing agent load\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Auto Dispositioning Engine:<\/strong> Uses transcript-based AI analysis to automatically classify interaction outcomes, streamlining reporting and compliance\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Planned Enhancements with GenAI:\u00a0<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Real-time Voice Translation:<\/strong> AI-driven voice-to-voice translation to bridge language gaps between agents and customers\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Expanded Self-Service Automation:<\/strong> Smarter, more dynamic bots designed to handle complex workflows and reduce agent dependency\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Outcome&nbsp;<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>AI-enabled automation across channels with deep Amazon Connect integration\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>GenAI-powered insights for post-interaction classification and QA\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Support for multilingual, multi-platform communication\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Flexible middleware architecture to plug in non-native channels\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Unified interface for agents to handle voice, chat, and email efficiently\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Tech Stack\u00a0<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Contact Center Core<\/strong>: Amazon Connect\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>AI &amp; Automation<\/strong>: Amazon QIC Bots, Auto Dispositioning (GenAI)\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Voice Routing<\/strong>: Twilio (region-specific)\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Middleware<\/strong>: Custom-built for social chat integration\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Email<\/strong>: Microsoft Graph APIs\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Messaging Platforms<\/strong>: WhatsApp, Facebook Messenger, Zalo, KakaoTalk, LINE\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Analytics &amp; QA<\/strong>: Post-call evaluation and categorization modules\u00a0<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Blazeclan built a GenAI-powered CX platform for a global insurtech, unifying voice, chat, and email while automating workflows and enabling real-time multilingual support via Amazon Connect.<\/p>\n","protected":false},"featured_media":65824,"parent":0,"menu_order":0,"template":"","case_category":[4897,3942,3937],"case_tags":[4882,4067],"class_list":["post-65833","case_study","type-case_study","status-publish","has-post-thumbnail","hentry","case_category-ai-asean","case_category-cloud-native-application-development-asean","case_category-digital-services-asean","case_tags-ai-model-asean","case_tags-aws-asean"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Reimagining Omni-Channel CX with GenAI &amp; Amazon Connect<\/title>\n<meta name=\"description\" content=\"Discover how Blazeclan helped a global insurtech revolutionize customer experience using GenAI and Amazon Connect.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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