Virtualex Systematizes and Launches AI Contact Center Support Services Utilizing Amazon Connect Customer

Virtualex Consulting Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Hayato Maruyama; hereinafter referred to as Virtualex), part of the Virtualex Group, is systematizing and launching a suite of AI contact center support services that leverage Amazon Connect Customer, Amazon Web Services' (AWS) cloud-based contact center service.

This service suite provides comprehensive support for AI utilization in contact centers, ranging from automating customer interactions with voice agents to seamless integration of AI and human support, operator assistance with response support AI, utilization of call data, and post-implementation operational support and configuration services.

Virtualex has previously provided support for Proof of Concepts (PoCs) and implementation of chatbots/voicebots utilizing generative AI and RAG, as well as real-time analysis and visualization solutions for call audio based on Amazon Transcribe Live Call Analytics (LCA). By systematizing this expertise and these services into the Amazon Connect Customer utilization support service suite, Virtualex will provide an environment where companies can embed and continuously utilize AI in their contact center operations.

On-site Driven AI Utilization Realized by the Amazon Connect Customer Utilization Support Service Suite

Virtualex has been involved in customer touchpoint areas, primarily contact centers, for many years. In addition to business design and system implementation, the company has accumulated expertise from both operational and technological perspectives through its own contact center operations and the provision of CRM-related solutions.

Leveraging this expertise, the Amazon Connect Customer utilization support service suite will go beyond simply introducing AI and Amazon Connect Customer as features. It will provide integrated support from design and implementation to operation, creating a mechanism that can be continuously utilized in customer service operations. Specifically, it offers the following support along the contact center workflow, from automating initial responses at the customer interaction entry point to AI-human collaboration and operator assistance, through to post-implementation operation and improvement:

1. Automation of initial and routine responses with voice agents

AI agents will handle routine inquiries and after-hours calls with natural conversations, automating customer interactions.

- Initial reception for after-hours inquiries and general phone lines

- Answers to frequently asked questions, booking/change reception, and procedure guidance

- Understanding inquiry intent through natural speech, not limited to number selection like traditional IVRs

- Transfer to human agents as needed

This aims to reduce missed incoming calls, improve efficiency of initial responses, reduce unnecessary transfers, and standardize routine responses.

2. Transferring inquiries that cannot be resolved by AI to human agents with the conversation context

Information handled by AI agents will be transferred to operators, enabling a smooth transition to human support without requiring customers to repeat explanations.

- Conversation history with AI agents

- Inquiry intent, confirmed information, and customer requests

- Summary of conversation content

Complex consultations, inquiries requiring judgment, and interactions involving complaints or emotional changes will be handled by humans, allowing AI and humans to leverage their respective strengths in customer service.

3. Improving productivity and quality with response support AI tailored to your operations

During or after calls, AI will assist with summarization and extraction of necessary information, helping to reduce post-call processing time and improve recording and response quality.

- Summarization of content to be recorded in CRM

- Extraction of items such as contract numbers, inquiry types, desired dates/times, and reasons for dissatisfaction

- Clarification of missed checks and next steps

- Support for referencing FAQs, manuals, and past interaction history

This will reduce the post-call workload for operators and make it easier for less experienced staff to provide a consistent level of service.

4. Establishing an environment for continuous use through post-implementation operational support and configuration services

Support extends beyond initial implementation to include configuration changes and operational tasks in response to business changes and evolving inquiry trends.

- Changes to inquiry flows, queues, routing, and business hours

- Voice guidance, prompts, user, and permission management

- Keyword and category settings for LCA

- Minor adjustments for FAQ and knowledge base updates

This provides a system for companies that may not have dedicated personnel for Amazon Connect Customer or generative AI to request configuration changes and operational tasks when needed, supporting continuous utilization.

Service Menu

Service Name

Service Details

AI Agent Construction Support

Chatbot/voicebot construction, RAG-based FAQ responses, automated reception, initial response, inquiry classification, transfer to human agents, etc.

Speech Recognition/Summarization Utilization Support (LCA)

Real-time visualization of call content, summarization, operator support, etc., using Amazon Transcribe Live Call Analytics (LCA)

Amazon Connect Customer Implementation and Integration Support

Initial design/construction, integration with CRM, FAQs, knowledge bases, various business systems, etc.

Amazon Connect Customer Operational Support and Configuration Services

Configuration changes and operational tasks for Amazon Connect Customer and related services that occur after operations begin

These services will be combined and proposed according to each company's challenges and implementation phase. Instead of introducing AI agents, speech recognition/summarization, the Amazon Connect Customer platform, and operational support individually, they will be provided as a mechanism that considers the entire contact center operation, supporting the establishment of AI utilization.

For details on this solution or to discuss use cases, please feel free to contact Virtualex.

Inquiries about Products and Services

Introducing this solution at the "Amazon Connect Customer x Generative AI Contact Center Experience Workshop" hosted by Amazon Web Services Japan, LLC.

On July 17, 2026 (Fri), Virtualex will participate as an AWS Certified Partner in the "Amazon Connect Customer x Generative AI Contact Center Experience Workshop" hosted by Amazon Web Services Japan, LLC. We will introduce this solution at the event. We look forward to your attendance.

Workshop Details and Registration

*Workshop registration is through the organizer's website. Please understand this in advance.

*Registration for the workshop requires registration with AWS Connected Community. Please set up your work email address and password.

Amazon Web Services, AWS, Amazon Connect Customer, Amazon Transcribe, and their logos are trademarks of Amazon.com, Inc. or its affiliates. Company names and product names mentioned are trademarks or registered trademarks of their respective companies. The information contained herein is current as of the date of announcement and is subject to change without notice. The service content described in this release is independently provided by Virtualex and not directly by AWS.

About Virtualex Consulting Inc. (https://www.virtualex.co.jp)

Since its founding, Virtualex Consulting has focused on the "customer touchpoint domain," offering services that integrate consulting, technology, and operations, primarily in the CRM field. Based on the concept of customer success, which holds that "customer success is the key to our own growth," the company aims to achieve "Succession with You" – not just a one-time "Success," but continuous "Succession," and not just "for You," but by working alongside customers ("with You"). The company is further developing this concept by creating new value in customer touchpoints through the co-creation of AI and humans, while supporting customer companies' CRM DX and digital transformation from strategy planning to system implementation and operational support in a one-stop, collaborative manner.

About Virtualex Group (https://www.vx-holdings.com)

The Virtualex Group, with approximately 1,000 employees in each company working as one, provides services leveraging specialized knowledge to clients in a wide range of industries, including finance/insurance, IT/telecommunications, mail order/internet services, education, and government/municipalities. In June 2016, the company was listed on the Tokyo Stock Exchange Mothers Market (now the Growth Market).

Inquiries regarding this matter

Virtualex Consulting Inc.

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