How Agent Assist with AWS Transforms Customer Service with AI

Cloud

July 18, 2025

In a world where exceeding customer expectations is the key to differentiation, contact centers have an exciting opportunity to enhance their service delivery by providing fast, accurate, and personalized support. By evolving beyond traditional customer service workflows, which often face challenges such as system switching and manual tasks, contact centers can unlock new potential.

New solutions that offer real-time AI insights to customer service agents empower them to deliver an exceptional customer experience and drive satisfaction. In 2025, industry-leading AI solutions and service providers are promoting ‘Agent Assist’ as an industry standard for contact centers.

Agent Assist, built by Hexaware in collaboration with AWS, is a GenAI-powered copilot designed to offer real-time customer support automation for insights, conversation analysis, and next best actions for customer service agents to respond quickly, offer resolutions more efficiently, and stay focused on delivering exceptional customer experiences.

Built using the latest AWS features, the AI-powered customer service tool ensures a trusted solution that is secure, scalable, and high-performing across diverse business process environments.

The Need for Agent Assist

Modern contact centers handle massive volumes of interactions across voice, chat, and email. Agents are often overwhelmed by the need to search through multiple systems for relevant information, document calls manually, and switch contexts rapidly. This not only slows down response times but also leads to inconsistent customer experiences.

Hexaware addresses these challenges by building your enterprise an AWS-powered solution that augments the capabilities of your contact center and promotes an AI-first work culture. Hexaware’s Agent Assist with AWS offers contextual, real-time customer support to agents, driving efficiency, consistency, and satisfaction, helping you win where human connection matters most.

The Changing Landscape of Contact Centers

The contact center industry is undergoing a seismic shift, driven by the dual pressures of increasing customer expectations and the need for operational efficiency. According to a report by Gartner, 81% of customer service leaders believe that customer expectations are at an all-time high, leaving enterprises no choice but to adopt AI-powered customer service.

Furthermore, the global contact center AI market is projected to grow from $1.6 billion in 2022 to $4.1 billion by 2028, highlighting the rapid adoption of AI in customer support. These changes underscore the importance of Agent Assist, which enable agents to deliver faster, more personalized, and consistent support to meet evolving customer demands.

How Does Agent Assist with AWS Work

Agent Assist combines speech recognition, natural language processing (NLP), and GenAI features, all underpinned by AWS’s powerful AI services Amazon Transcribe, Amazon Comprehend, and Amazon Bedrock, to enhance the live customer-agent interaction in real time.

Here’s how it transforms every step of the engagement:

Live Call Listening & Transcription
Powered by Amazon Transcribe, it converts live speech into accurate text, eliminating the need for manual notetaking.
Intent & Sentiment Detection
Uses Amazon Comprehend to identify the customer’s intent and emotional tone, guiding empathetic and relevant responses.
Contextual Knowledge Retrieval
Pulls data from CRMs, knowledge bases, supported by AWS Lambda and Amazon API Gateway, to fetch contextual data instantly.
Real-Time Customer Agent Responses
Leverages Gen AI models via Amazon Bedrock to generate smart suggestions and next-best actions during conversations.
Automated Post-Call Summaries
Automatically generates structured summaries using LLMs hosted on AWS, reducing After-Call Work (ACW) and documentation overhead.

Why Choose AWS for the AI-Powered Solution

AWS stands out as a leading cloud service provider for industry-specific cloud platforms, offering a comprehensive suite of tools and services that empower businesses to innovate and scale efficiently.

With its versatile cloud platform infrastructure, enterprises can leverage AWS AI services to integrate artificial intelligence seamlessly into their customer support operations. AWS provides unparalleled scalability, security, and reliability, enabling companies to handle fluctuating customer demands without compromising performance. Additionally, AWS’s commitment to continuous improvement and innovation ensures that businesses remain at the forefront of progress. It offers highly adaptable solutions for major industries, making it the ideal partner for bringing in Agent Assist as an AI-powered customer service solution within any industry.

Scalability & Cost Efficiency with AWS for GenAI

According to a study by McKinsey, companies that invest in AI-driven customer support see operational cost reductions of up to 40%, due to faster query resolution and reduced agent workloads. As customer queries become increasingly complex and diverse, scalability is a top priority for modern contact centers, a requirement openly recognized by AWS. Agent Assist with AWS provides a scalable solution, capable of handling surges in customer interactions across multiple channels.

Furthermore, a report from Gartner indicates that by 2025, 75% of customer service interactions will be powered by AI, highlighting the growing reliance on AI for efficiency and scalability.

Notable Business Impact

One of the critical metrics for measuring the efficiency of contact centers is First Call Resolution (FCR). With real-time customer support through enterprise AI, businesses can provide agents with contextual insights and next-best actions, empowering them to resolve issues on the first call.

Apart from that, enterprises that implement Agent Assist experience measurable improvements across key performance areas:

Lower Handling Time, Higher First Call Resolution, and Cost Savings
Real-time guidance and automation uplift interactions reducing call duration, increasing first call resolution improvement, and cutting operational costs by 20-30%.

Improved Customer Satisfaction (CSAT)
Customers enjoy faster, more relevant, and more empathetic support.

Higher Agent Productivity & Engagement
With routine work offloaded to AI, agents can focus on solving complex problems.

Enhanced Customer Experience with AI

As customer expectations continue to evolve, the integration of AI-powered customer service solutions becomes increasingly vital. Now, enterprises can exceed customer expectations.

An accelerating shift towards real-time customer support automation assistance allows for a more personalized experience, where agents are equipped with the tools to provide tailored responses based on real-time data.

The result is a significant improvement in customer satisfaction, as clients feel valued and understood, leading to higher brand loyalty.

Meeting Customer Expectations in the AI Era

Today’s customers want seamless, empathetic, and proactive support. These expectations underscore the need for intelligent customer service, which not only improves response times but also enables personalized interactions. by fetching relevant information from the knowledge sources and accurate sentiment analysis on customer behavior, businesses win at meaningful conversations.

Why Hexaware and AWS for AI in Contact Centers

At Hexaware, we go beyond automation to deliver intelligent augmentation. Agent Assist, built with Hexaware and AWS’s AI for customer support, combines deep domain expertise with powerful GenAI capabilities to optimize agent performance and elevate customer experience.

The solution is highly customizable to meet specific client requirements, industry contexts, and unique use cases, whether it’s integrating with existing CRMs or adapting to specialized workflows. With seamless system integration, real-time insights, and a focus on measurable outcomes, Hexaware helps modernize contact centers with agility and precision.

Overcoming the Challenges with AWS

Implementing AI in contact centers involves significant challenges, particularly regarding data quality and platform infrastructure.

Enterprises must ensure that the data used is accurate and comprehensive, as poor data can lead to ineffective AI performance and misinterpretations of customer intent, ultimately harming the customer experience.

Additionally, integrating AI with existing legacy systems can complicate operations, necessitating investments in platform infrastructure upgrades.

Hexaware addresses these issues by providing advanced Data & AI solutions with AWS that enhance data quality and modernize enterprise platform infrastructure, letting enterprises scale AI adoption flawlessly.

The Future of Contact Centers

The future of contact centers lies in their ability to adapt and innovate. With the rise of AWS AI Services, businesses can leverage powerful tools that enhance operational efficiency and improve service delivery. As more organizations recognize the importance of real-time customer support, the demand for Agent Assist will only grow. This evolution improves processes while empowering agents to focus on complex problem-solving, ultimately leading to higher First Call Resolution Improvement rates and a more engaged workforce.

The ROI of AI in Contact Centers

To illustrate the transformative impact of Agent Assist, consider the case of a leading telecommunications company that implemented this solution to enhance their customer support operations. Faced with high call volumes and increasing customer dissatisfaction, they turned to an AI for their business processes.

The results were remarkable, showcasing how AI for customer support can drive efficiency and improve customer experiences.

Adopting AI in contact centers is not just about improving service quality; it’s also a strategic investment with significant ROI potential. According to Deloitte, businesses that implement AI in customer service see a 63% increase in agent productivity, along with a 20-40% reduction in average handling time (AHT).

Win Where Human Connection Matters Most

Agent Assist is a strategic enabler of intelligent customer service. As enterprises strive to improve both customer and employee experiences, Agent Assist will define the future of support operations.

Ready to transform your contact center with Agent Assist? See the comprehensive list of benefits here.

About the Author

Mukul Hingne

Vice President - Customer Experience Leader

Mukul Hingne, a Customer Experience Leader with 25+ years of expertise, drives large-scale transformation across cloud contact centers and unified communications. With deep experience across telecom, BFSI, ITES, and government sectors, he delivers impactful, tech-enabled solutions that enhance service delivery, streamline operations, and elevate customer engagement at Hexaware.

FAQs

All data is protected through secure configuration of AWS services, including encrypted storage and secure communication protocols. Continuous monitoring is implemented via AWS CloudTrail and CloudWatch to detect unusual activities, with real-time alerts for critical events such as root access, MFA deactivation, and privilege escalation. These measures ensure that only authorized personnel can access sensitive information while maintaining strong defenses against security threats.

To further protect user privacy, many systems incorporate real-time redaction of personally identifiable information (PII) from transcripts and recordings. Audit logs track all user interactions and system changes, enabling traceability and accountability.

Secure APIs and sandboxed environments are used for integrations with CRMs and other enterprise systems, minimizing the risk of data leakage. Regular security audits, penetration testing, and incident response protocols further strengthen the platform’s resilience against cyber threats. These combined measures ensure that Agent Assist solutions maintain the confidentiality, integrity, and availability of customer and business data.

Agent Assist technology is highly adaptable and provides value across a wide range of industries by enhancing agent productivity, improving customer experience, and ensuring compliance. In customer service and retail, it helps agents handle high volumes of inquiries efficiently, offering real-time suggestions and automating repetitive tasks. Telecommunications companies use it to reduce call handling times and improve first-call resolution rates.

In healthcare, Agent Assist supports HIPAA-compliant interactions, helping staff provide accurate information while safeguarding patient data. Financial services and banking benefit from real-time compliance checks, fraud detection, and streamlined onboarding processes. Insurance companies use it to accelerate claims processing and policy management.

Travel and hospitality sectors leverage Agent Assist to enhance booking support and manage customer expectations during disruptions. Utilities and energy providers use it to manage service requests and communicate outages effectively. Even government agencies can deploy Agent Assist to improve citizen engagement while maintaining strict data privacy standards.

By tailoring its capabilities to the specific needs of each sector—whether it’s regulatory compliance, customer engagement, or operational efficiency—Agent Assist proves to be a versatile tool that drives digital transformation across industries.

Agent Assist is reshaping the future of contact centers by blending artificial intelligence with human expertise to create more efficient, responsive, and scalable operations. One of its core contributions is real-time support, where AI provides agents with contextual prompts, knowledge base articles, and next-best actions during live interactions. This reduces average handling time and improves accuracy.

It also automates routine tasks such as call summarization, data entry, and follow-up scheduling, freeing agents to focus on complex, high-value interactions. For new hires, Agent Assist acts as a digital coach, significantly reducing training time and improving onboarding experiences.

From a strategic perspective, Agent Assist enables data-driven decision-making by analyzing customer interactions to uncover trends, sentiment, and performance metrics. This helps managers optimize workflows and personalize customer experiences. Additionally, it supports omnichannel engagement, ensuring consistent service across voice, chat, email, and social media.

As contact centers evolve into strategic hubs for customer experience, Agent Assist plays a pivotal role in scaling operations, enhancing agent satisfaction, and delivering superior service. Its integration of AI ensures that contact centers are not just reactive support units but proactive, intelligent service platforms ready for the future.