Why AI Solutions

AI That Earns Its Place In Your Contact Center.

The practical case for AI in a contact center.

AI has a lot of noise around it right now. Our approach is not to bolt on a chatbot for its own sake, it's to apply AI where it measurably reduces handle time, cuts cost per conversation, and takes real work off your agents' plates, whether your starting point is an Amazon Connect contact center, a knowledge base full of documents, or manual workflows slowing your team down.

Book a Strategy CallSee What AI Can Do
5-20%
Typical reduction in Average Handle Time
$1/day
Per agent for AI-powered call summaries and sentiment
50+ Years
Combined chatbot and IVR development experience
AI-assisted agent handling customer questions, scheduling, and verified follow-up

Standard Consulting Partner since 2017

Where AI Actually Helps

Six ways we apply AI in a real contact center

Not a wall of buzzwords. This is the same short list we walk clients through before recommending anything.

Smarter Self-Service

Customers get answers or complete simple tasks without waiting for an agent.

Real-Time Agent Assist

Suggested answers and relevant knowledge surface during live conversations.

Intent-Based Routing

Understands what a caller actually needs, not just which menu button they pressed.

Knowledge-Driven AI (RAG)

Answers grounded in your own policies, manuals, and approved content, not a generic model guessing.

Post-Call Intelligence

Automatic transcription, sentiment, and summaries turn every call into usable data.

Agentic Workflows

AI that completes an approved task, like updating a record or scheduling a callback, not just answering a question.


How We Think About It

Start by asking: answers, or action?

Every AI project we scope comes down to one question first. It determines cost, complexity, and how fast you see a return.

Smart Answer

Improves how people get information. Lower cost per conversation, because you are improving answers without rebuilding workflows.

Smart Action

Executes an approved task inside your systems. Lower cost per transaction, because the work itself gets done, not just explained.

Read the Full Breakdown ›

What we won't automate, at least not yet

Escalations, billing disputes, and high-emotion calls still need a human first, not AI as a filter. We start with narrow, measurable use cases, prove the value, and expand from there.


Proof, Not Hype

What we've actually built with this

Three real examples, not a vendor slide about what AI could theoretically do.

Real History

Building conversational AI since 2018, before it was called that

DrVoIP built production Amazon Lex voice bots for FMG Suites and ASMR, an Accenture Federal Services company, handling live call routing, holiday scheduling logic, and after-hours callback automation. That's the same conversational-AI foundation we now extend with Bedrock and Claude, not a skill we picked up when generative AI got popular.

Real Build

An AI receptionist, built on Bedrock and Lex

We built an automated attendant using Amazon Bedrock and Claude, indexed against our own website content as a Bedrock Knowledge Base, with Amazon Lex handling the conversational layer, the same pattern we apply to client self-service builds.

Real Pricing

Contact Lens sentiment and transcription, for about $1 a day

Dextr's integration with Amazon Connect Contact Lens adds automatic transcription and sentiment analysis for roughly $1 a day per eight-hour agent shift, real post-call intelligence without a big platform bill.

Certifications

AWS Certified Generative AI Developer – Professional badge
AWS Certified Machine Learning Engineer – Associate badge
AWS Certified AI Practitioner – Foundational badge

“His expertise and strategic thinking has allowed us to create a world class contact center. He is the BEST investment we've ever made.”

Peri SmithSr. Director, Contact Centers

“He provided remediation for a VoIP implementation with major call quality and reliability issues, bringing it to a consistent 99.995% call quality and availability.”

Harsha PattnaikGlobal Technology Director, Cloud, Data Center, Security and Network Engineering

“I highly recommend DrVoIP to anyone interested in obtaining fast responses and solutions to problems around the creation of a modern AWS Connect phone system.”

Mickael SebbanFounder, Oui Systems

Where This Shows Up In What We Build

AI is not a separate product, it's woven into the work

You won't find AI sold as a standalone line item. Here is exactly where it lives in the services you already see on this site.

Chatbot Design

Amazon Lex bots for voice and chat, live today.

Explore ›

Fixed-Fee AI Modules

Conversational AI, agent assist, Knowledge AI, and agentic automation, scoped as add-on packages.

Explore ›

Pricing

How AI add-ons get quoted alongside everything else.

Explore ›


Common Questions

Frequently asked questions

The second one. We are Amazon Connect specialists who build and modernize real production contact centers. AI is one of the tools we bring to that work, not a separate product we are trying to sell you regardless of fit.

Mostly Amazon Bedrock, Amazon Lex, Amazon Polly, and Amazon Connect Contact Lens, all native to the AWS stack your contact center already runs on, rather than a separate third-party AI platform bolted on top.

No. We do not recommend automating escalations, billing disputes, or high-emotion calls. AI in our builds either answers routine questions or completes a well-defined task, then hands off to a person the moment judgment is needed.

It depends on the use case. As a reference point, AI-powered call transcription and sentiment analysis through Contact Lens runs about $1 a day per agent shift. Larger builds, like a conversational bot or agentic workflow, are scoped and quoted as their own fixed fee, the same as everything else on the Pricing page.

Start with an AI Performance Fit Check. We look at your call drivers, agent effort, and knowledge quality, and tell you honestly which use case would move the needle first, before you spend anything on it.


Further Reading

More on AI, Bedrock, and Lex

AWS first LangGraph and CrewAI comparison diagram

AWS Bedrock, LangGraph, or CrewAI? Choosing an AI Stack That Survives Production

, , ,
Executive summary: Amazon Bedrock, LangGraph, and CrewAI are not three competing versions of the same product. Amazon Bedrock supplies managed access to AI models and supporting services. Frameworks such as Strands Agents, LangGraph, and CrewAI…
Amazon Bedrock SageMaker and Lex illustration

AI in Amazon Connect: How Bedrock, Lex, and SageMaker Work Together

, , ,
Artificial Intelligence (AI) is transforming customer service — but figuring out how it actually fits into Amazon Connect can feel like drinking from a firehose. If you’ve heard about Amazon Bedrock, Lex, and SageMaker, and wondered which…
Amazon Connect direct dial smartphone illustration

Build an ai Receptionist for your call center

, , ,
An ai Receptionist? Back when vacuum tubes were still part of the computer science curriculum in most colleges, I read a book by Norber Wiener entitled "the human use of human beings".   As the title suggested, lets free humans to do the…
Helpful tips letter tiles

DrVoIP Amazon Connect Tech Tip - LEX Bot Versions!

, ,
Well, it is the 21st century and though we still drag around fax machines, we do seem to be getting away from Touch Tone Call Tree IVR systems!  Really, are you not tired of "Press 1 for this and Press 2 for that"?   I know I am at every…

A practical comparison of AI orchestration frameworks for teams building past the proof of concept stage.

How three AWS AI services combine inside a contact center to handle understanding, response, and prediction.

How an AI powered receptionist gets built directly inside an Amazon Connect contact flow, using Bedrock and Lex.

A practical look at managing Lex bot versions as a conversational AI flow matures past its first release.

AWS Bedrock, LangGraph, or CrewAI? Choosing an AI Stack That Survives Production

AI in Amazon Connect: How Bedrock, Lex, and SageMaker Work Together

Build an AI Receptionist for Your Call Center

Tech Tip: Understanding Lex Bot Versions and Alias

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Ready to see where AI actually helps?

Book a strategy call, or start with a free AI Performance Fit Check, and we will tell you honestly which use case would move the needle first for your team.

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844-4DrVoIP (844-437-8647)grace@drvoip.com

FREE GUIDES & CHECKLISTS

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AI for Answers vs AI for Action

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Sixty-nine physical PDF pages of business examples, industry use cases, vendor selection, governance, ROI, readiness questions and prompts.

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