Unleash AI for CX Innovation, AICC opens the future of customer experience.
AI-Native Amazon Connect-based AICC integrates all customer touchpoints into one seamless experience. GenAI automation and cloud infrastructure provide a new consultation experience that executes the entire customer center process faster and more accurately.
AI Contact Center
Cost Reduction
Increase in Customer Satisfaction Score
Reduction in Call Volume
Reduction in Mean Time to Resolution
Increase in AI-driven Customer Satisfaction
Customer Success Story Online Fashion Commerce (K Company)
Maximizing Consultation Operational Efficiency
Through Cloud-Based AICC Transition
By converting the existing on-premise based customer center to an Amazon Connect-centered AICC structure, we simultaneously improved consultation costs and operational efficiency. The entire process from consultation intake to processing has been standardized by integrating ticket, call, and chat flows.
Total Cost Reduction
Monthly Usage Fee Reduction
Overview
AIR Connect
AIR Connect is a CTI infrastructure based on Amazon Connect that provides core features necessary for contact center operations including inbound/outbound voice calls, skill-based routing, IVR and business hours policies, call recording and monitoring. Users can perform functions such as login, status changes, and number input through a browser-based Softphone, and it supports STT/TTS-based automation features and various AI service extensions. Additionally, it provides an environment for intelligently managing the entire voice consultation process, including intent analysis-based automatic routing, integrated history inquiry, outbound automation, and SMS/LMS/MMS transmission capabilities.
All-in-One Interaction Hub
All-in-One Interaction Hub integrates AIR Connect, Zendesk, Salesforce, and other CRMs along with web and app-based in-app chat into a single Interaction Layer. All customer inquiries are handled based on the same CRM context and routing policies regardless of channel, and it unifies CRM-centered consultation workflows through CTI Popup, automatic customer information loading, automatic ticket creation, and integrated history inquiry.
Guidebot (AI Customer Service Assistant)
Guidebot is an AI assistant that supports counselors' real-time work performance. It analyzes customer conversations and automatically recommends appropriate answers, policies, and scripts. Through features such as KMS-based document search, automatic summarization of terms and policies, and context-based information provision, you can maintain uniform counseling quality. It supports Automated ACW generation after the end of counseling, reducing the post-processing burden on counselors and providing an environment where new counselors can respond with the same quality.
AIR Connect Portal
AIR Connect Portal is a single counseling portal optimized for Korean customer center operations, integrating counseling screens, tickets, customer information, and call control functions into one UI. You can check counseling status, queues, counseling history, and customer context in real-time, and it also supports Agent Presence Monitoring and dashboard-based operational management. Including automatic summarization, ACW, KMS integration, and AI Guidebot recommendation features, it configures a highly complete AICC operational environment that enhances counseling productivity and operational efficiency.
Chatbot (Rule-based & GenAI)
Chatbot combines Rule-based automation and Bedrock-based GenAI response to handle everything from structured tasks to complex inquiries. Rule-based handles tasks requiring accuracy such as fees, policies, and inquiries, while GenAI is optimized for document-based search, summarization, and natural language query processing to provide flexible conversations. Additionally, through the Chat Counseling feature, you can manage intake, waiting, assignment, counseling, and follow-up all in one screen, significantly improving counseling efficiency.
Awards and Recognition
Amazon Connect Service Delivery Partners
An AWS-validated partner with officially recognized capabilities in designing, implementing, and operating Amazon Connect–based contact centers.
AWS Premier Tier Consulting Partner
As a top-tier AWS partner, our technical capabilities across cloud, AI, and AICC implementations have been officially recognized
AWS Competency: Data & Analytics, DevOps, Migration
Certified by AWS for expertise in data, operations, migration, and generative AI required for AICC implementation
AWS Agentic AI Specialization Partner
An AWS-validated partner with proven capabilities in Agentic AI–based automation and AI agent implementation
Amazon Security Lake Service Partner
An AWS-recognized partner with officially validated expertise in security data integration and analytics based on Amazon Security Lake
Zendesk Official Solution Provider Partner
An officially recognized partner with proven capabilities in building and integrating Zendesk-based CRM contact centers
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Press Release
2025-08-18
MegazoneCloud and AWS Host 'AI Connect 2025'
FAQ
Transitioning to an AI-Native customer center, now is the fastest opportunity.
Amazon Connect-based AICC provides lower costs, higher stability, and superior customer experience. Check out the surest way to change your customer center operations today.
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