What challenges did Cognizant face before AI implementation?

Contact centers faced high call volume and staffing constraints. Agent experiences were inconsistent across channels and teams. Agents had knowledge gaps and limited real-time support during live calls. Post-call analytics for coaching and quality assurance were weak.

What was the impact of the AI solution?

The article states that the solution reduced average handling time. It also states that first-call resolution rates increased. Customer satisfaction scores improved. Training costs were reduced through virtual training and better QA insights.

Source

Expanded

Agent AI Ally: Real-time agent assist and post-call analytics using Amazon Connect and Amazon Bedrock (Cognizant)

Use case typeCustomer service automationUpdated Jun 13, 2026

Cognizant’s Agent AI Ally is a contact center solution for live agent support, virtual training, and post-call analytics. The solution uses Amazon Connect for call routing and an agent workspace, Amazon Bedrock with Anthropic Claude for generative AI suggestions, Amazon Kinesis Video Streams for real-time audio capture, Amazon Transcribe for speech-to-text, and AWS Lambda for transcription and analytics processing.

Organization: Cognizant
Industry: Professional Services
Location: United States
Published: March 2025

Reported outcomes

Strategic outcomes

Speed & agilityReduced average handling timeCustomer experience & trustImproved first-call resolutionCustomer experience & trustImproved customer satisfactionCost efficiencyReduced training costs

Primary read

Use case focus

Showing 3 of 5

1Agent assist
2Contact center analytics
3Conversation intelligence

Contact centers faced high call volume and staffing constraints.
Agent experiences were inconsistent across channels and teams.
Agents had knowledge gaps and limited real-time support during live calls.
Post-call analytics for coaching and quality assurance were weak.

Calls are routed to agents in Amazon Connect.
Real-time call audio is captured with Amazon Kinesis Video Streams and transcribed with Amazon Transcribe.
An AI assistant interface uses Amazon Bedrock to suggest follow-up questions and solutions during the call.
After calls, AWS Lambda supports analytics that generate summaries, customer sentiment, and call categorization for coaching and performance improvement.
The solution also includes virtual training with simulated customer calls.

Technologies

Amazon Connect Amazon Bedrock Anthropic Claude 3 Amazon Kinesis Video Streams Amazon Transcribe AWS Lambda

The article states that the solution reduced average handling time.
It also states that first-call resolution rates increased.
Customer satisfaction scores improved.
Training costs were reduced through virtual training and better QA insights.

Architecture

When a customer calls, Amazon Connect routes the call to an available agent. The agent receives the call in the Amazon Connect workspace and simultaneously accesses the Agent AI Ally interface. Amazon Kinesis Video Streams captures the call audio in real time; Amazon Transcribe converts speech to text; Amazon Bedrock’s Anthropic Claude model suggests follow-up questions and solutions during the conversation. After the call, AWS Lambda analyzes the recording and produces post-call analytics in seconds.

Sources & evidence1

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The same organization appears in newer AI deployment evidence.