AGENTIC AI FOR CONTACT CENTERS
Turn every interaction into an opportunity with real-time Generative AI
Agentic AI for Contact Centers by CloudHesive brings together the power of Generative AI, Amazon Web Services, and the operational expertise of ConnectPath to radically transform your contact center. From intelligent automation to omnichannel virtual assistants, this solution turns every agent into an augmented advisor—equipped with real-time insights, contextual data, and intelligent recommendations. Agentic AI acts like a smart copilot—guiding, automating, and optimizing every customer interaction.
What is Agentic AI?
Agentic AI refers to intelligent systems that autonomously support real-time decision-making, dynamically adapting to each contact and guiding agents as they work. It’s more than just automation—it’s real-time, contextual, human-centered intelligence that elevates every interaction.
Want to see it in action?
Core Capabilities
Real-Time Agent Assist
- Smart on-screen suggestions powered by GenAI and Amazon Q
- Native support for voice, live chat, email, and SMS
- Unified workflows combining self-service and agent-assist using RAG + vector databases
Dynamic Workflow Orchestration
- Context-aware decision engines
- Automated task creation, routing, and escalation
- End-to-end automation: Voice > Transcript > Knowledge > Action
Smart Analytics & Insights
- Real-time transcription and sentiment analysis with Amazon Contact Lens
- Continuous improvement loop: Extract > Analyze > Optimize
- Real-time dashboards and KPIs with Amazon QuickSight
Omnichannel GenAI Bots
- Multichannel bot builder for web, SMS, social media, and video
- Industry-specific use cases for education, healthcare, and government
- Healthcare: Epic EHR integration for patient support
- Education: Bots for enrollment, payment, and academic calendars
- Government: 311-style service automation
- Multilingual support: 75+ languages via Amazon Bedrock
Built on AWS.
Enhanced by ConnectPath.
ConnectPath CX to deliver seamless integration with:
for advanced dialogue management
for conversational IVRs
for SMS/MMS campaigns`
for full-lifecycle AI-powered experiences
“Agentic AI transforms agents into augmented advisors—equipped with context, insights, and real-time recommendations.”
— Patrick Hanna – CTO, CloudHesive
Flexible Deployment & Customization
- Amazon Q and Bedrock for advanced dialogue management
- Amazon Lex for conversational IVRs
- Amazon Pinpoint for SMS/MMS campaigns
- Amazon Translate, Comprehend, and Polly for full-lifecycle AI-powered experiences
Looking for a tailored solution?
Enterprise-Grade
Security & Compliance
- Architecture aligned with SOC 2 Type 2, HIPAA, and FedRAMP standards
- Customer data remains securely within each client’s own AWS environment
- Designed for high-compliance industries and public sector clients
Why Choose Agentic AI
from CloudHesive?
- Enterprise security and compliance
- Purpose-built Generative AI capabilities
- Seamless integration across the AWS ecosystem
- Proven success in education, healthcare, and public sector
- Trusted by 100+ contact centers across North and Latin America
Ready to Transform Your Contact Center?
Whether you’re looking to reduce costs, improve efficiency, or deliver better customer experiences, Agentic AI for Contact Centers is your pathway to a smarter, more agile operation.
