PCI Solutions Launches 'Voice AI Agent Implementation Support Service for Amazon Connect'

PCI Solutions Inc. has launched the 'Voice AI Agent Implementation Support Service for Amazon Connect,' which integrates generative AI (LLM) with Amazon Web Services' (AWS) cloud-based contact center, Amazon Connect, to automate telephone responses.

This service enables 'problem resolution through natural dialogue,' which was difficult with conventional IVR, thereby realizing a 24/7 response structure and significant cost reductions.

Background: Many companies face critical challenges such as labor shortages in call centers, missed opportunities during off-hours, and rising telephone response costs. Given the limitations of traditional IVR, PCI Solutions, leveraging its expertise in Amazon Connect and AWS Lambda, has initiated support for this service where generative AI autonomously interprets customer intent and processes requests.

Key features include: 1. Autonomous response through natural dialogue: Accurately understands ambiguous or complex customer inquiries and automates processes through API integration. 2. 24/7 operation: Ensures no calls are missed outside business hours, minimizing opportunity loss. 3. Operational efficiency: AI handles initial contact, significantly reducing operator workload. 4. Cost optimization: Utilizes the pay-as-you-go Amazon Connect model, eliminating the need for massive capital investment. 5. Escalation: Smooth handover to operators for complex or high-priority cases that AI cannot resolve. 6. Flexibility: Integrates with CRM, databases, and business chat tools.

The implementation process includes contract, business hearing and requirements definition, design and construction, testing, go-live, and maintenance/operation support.

A demo of this service will be available at 'AWS Summit Japan 2026,' held on June 25-26, 2026.