A

Contact Center

~45 minutes (includes contact flow configuration and Lambda setup) setup · No custom code

Amazon Connect AI Agent | Replace IVR with Conversational AI

Amazon Connect IVR that actually understands people.

Amazon Connect's built-in Lex bots handle rigid command-and-response. Adaptive replaces the IVR layer entirely with an AI agent that understands natural language, handles real conversations, and routes with precision — without rebuilding your entire contact flow.

See it run my revenue motion Talk with us first

Primary use case

Inbound call → conversational AI qualification → smart routing or full AI handling

What the AI agent does in Amazon Connect

Every action your team would take — running automatically.

✓ Handle inbound calls via Amazon Connect contact flows using SIP/PSTN
✓ Understand natural language intent without requiring menu navigation
✓ Authenticate callers against CRM or internal systems
✓ Resolve routine inquiries without transfer (account status, billing, appointments)
✓ Route calls to the correct queue, agent, or skill group based on conversation content
✓ Provide real-time transcription and post-call summaries to agents
✓ Write call disposition and notes to your CRM after each interaction
✓ Integrate with Lambda functions for real-time data lookups during the call

Example — how it runs

See it in motion.

Trigger

A customer calls your support line about a billing discrepancy.

1

Amazon Connect receives the call and routes to the Adaptive AI agent via the contact flow.

2

Adaptive greets the caller naturally — no press 1 for billing, press 2 for support.

3

The AI authenticates the caller using their account number and last payment.

4

It retrieves the billing record via Lambda function and identifies the discrepancy.

5

The AI resolves the discrepancy directly, confirms the correction, and sends an email summary.

6

The call ends. Adaptive writes a full post-call summary to your CRM and tags it for QA review.

Outcome

A billing call that would have transferred twice and taken 12 minutes resolved in 4 minutes — self-served by AI. No human touched the queue.

Amazon Connect gives you the infrastructure. Adaptive gives you an AI that speaks human — replacing the IVR decision tree with a real conversation that resolves issues and routes accurately.

What it connects to

Integration points in Amazon Connect

Contact FlowsQueuesRouting ProfilesLambda FunctionsReal-time & Post-call AnalyticsAmazon S3 (recordings)Connect Streams API

Pricing

No surprises.

$0.49/min. No AWS Lex costs — Adaptive replaces Lex entirely.

Volume discounts start at 5% off at $100/month usage. No annual contracts. Load minutes before the call ends.

See full pricing →

See it connected to your Amazon Connect.

Book a Live Build. One hour with our team — we'll connect Adaptive to your Amazon Connect instance, build your first AI agent, and have it running by the end of the call.

See it run my revenue motion Talk with us first

Related integrations

S

Salesforce

Opportunity tracking, lead routing, and pipeline updates — fully automated.
Z

Zendesk

Ticket creation, smart routing, knowledge-base lookups, and renewal conversations.
F

Five9

Outbound campaign automation, post-call CRM updates, and agent coaching.

Works across your industry

Built for the revenue motion you actually run.

Telco & Wireless

Renewal retention, upgrade automation, overnight inbound coverage.

Insurance

Policy cross-sell, claims intake routing, renewal outreach at scale.

Financial Services

Loan qualification, application follow-up, compliance-safe outreach.

SaaS

Trial conversion, expansion plays, churn intervention before the cancel.

Real Estate

Inbound lead qualification, showing scheduling, seller follow-up.