Wisconsin Department of Revenue migrated contact center to Amazon Connect with generative AI to cut costs and reduce hold times

Use case typeContact center modernizationUpdated Jun 13, 2026

The Wisconsin Department of Revenue migrated its contact center to Amazon Connect to modernize citizen service operations, reduce technology costs and outages, and improve the citizen experience. The implementation uses Amazon Connect with generative AI features and Amazon Q in Connect for contextual real-time assistance, case management, decision-making, resource allocation, and forecasting.

Organization
Wisconsin Department of Revenue
Industry
Public Sector
Location
United States
Published
September 2025

Reported outcomes

−66%

technology_cost_reductionCost savings

−60%hold_time_reduction

Strategic outcomes

Customer experience & trustImproved citizen service experienceRisk & complianceEliminated contact center outagesNew product / capabilityAdded generative AI contact center supportBetter decisions & insightEnabled forecasting and resource planning

Primary read

Use case focus

Showing 3 of 4

  • 1Contact center modernization
  • 2Customer service automation
  • 3Generative AI
  • Modernize citizen/customer contact center operations.
  • Reduce technology costs and outages.
  • Improve citizen experience, hold times, and case management efficiency.
  • Migrated the contact center to Amazon Connect.
  • Used built-in AI capabilities and generative AI features, including Amazon Q in Connect, for real-time assistance and contextual guidance.
  • Used the platform's forecasting and analytics capabilities to support decision-making and resource planning.
Technologies
Amazon ConnectAmazon Q in ConnectGenerative AI
  • Reduced technology costs by 66%.
  • Eliminated outages.
  • Reduced Customer Service Bureau hold times by 60%.
Sources & evidence1
Groundedness: 4/5Type: Blog PostPublished: Sep 8, 2025Publisher: AWSEvidence: VendorConfidence: Medium
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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