Voice AI on the phone system you already have
Technology
Replacing a contact center is a multi year program. Putting a freeform voice agent in front of one is a project.
Connect stays in place. Your existing APIs stay in place. The AI layer fits between them, which is why the path from prototype to production here is shorter than most teams expect.
Why
What we have learned building on Connect
- Freeform beats a menu tree
Callers say what they want instead of navigating options. The agent completes the full shop, select, pay, book, confirm workflow end to end, at 92 percent transaction success in production.
- Latency is the hard part
Transcription and speech synthesis take one to two seconds before the model sees anything, which leaves very little room. We stream replies into DynamoDB and have Lex pick up complete sentences every few hundred milliseconds, so the caller hears speech instead of silence. Responses land in two to three seconds.
- The model never touches payment data
Identity is verified through the client's own lookup system. Payment runs through their existing secure payment API, entirely outside the AI layer. Prompt guardrails stop the model storing or repeating sensitive details beyond the call.
- Route the calls that need a person
Routine bookings follow predictable patterns. Itinerary disputes, irregular operations, and customers in distress do not. Automating the first group is what frees skilled agents for the second.
