Enterprise Amazon Connect Transformation

Scaling Advanced AI and Outbound Capabilities for Health Insurance

FTE

Reduction

Material effort savings achieved through the implementation of a custom Generative AI call wrap solution.

20,000

Daily Outbound Calls

Migrated high-volume campaigns to a scalable cloud dialler with real-time CRM integration.

60,000

Daily Emails

Prototyped automated task allocation to manage a volume of 60,000 daily inbound emails.

May 2024 – Ongoing

Health Insurance – GenAI; Outbound Campaigns; CX Consulting; Connect Tasks; Automated Dispositions

About Client

Our client is a leading consumer insurance provider in Australia and New Zealand, supporting over 1.5 million customers with complex insurance needs.

The Opportunity

The client faced a critical gap in technical support and lacked the internal capacity to extend their existing Amazon Connect instance. Their legacy outbound dialling system was nearing end-of-life and lacked integration with Salesforce Marketing Cloud, while manual email processing for claims was creating significant operational bottlenecks.

Our Solution

Contacx embedded a team of experts to drive innovation across several key pillars:

GenAI Call Wrap: Using Amazon Bedrock, we designed a solution that automatically generates call summaries and dispositions. We used advanced prompt engineering to ensure accuracy before presenting the notes to agents for final approval within the Agent Workspace.
Amazon Connect Campaigns: We migrated 20,000 daily calls to Amazon Connect Outbound Campaigns, enabling predictive and progressive dialling with real-time lead data.
Task Automation: To handle massive email volumes, we utilised Amazon Connect Tasks to create dynamic queues and automated tagging, improving visibility and throughput for claims processing.

The Conclusion

The engagement has delivered a material reduction in after-call work and provided the client with a scalable, campaign-driven engagement model. Contacx continues to act as a strategic partner, guiding the client’s senior leadership on their long-term AI and CX roadmap.