Global Education and Training Provider:
Transforming High-Scale Support Operations with Custom Agent Workspaces, CRM Integration & AI
Replacing rigid siloed tools with a unified Connect workspace that enforces strict access controls, streamlines ticketing and summarises email trails with AI, improving supervisor productivity by 25%.
The Challenge
During extreme seasonal peaks, the client scales to hundreds of agents supporting up to 20,000 temporary workers across more than 600 unique queues. Its existing ITSM tooling was never designed for HR, and delivering the granular Role-Based Access Control (RBAC) needed to separate highly sensitive tickets, such as HR complaints, from the general intake pool required extending Amazon Connect Cases.
- Hundreds of agents supporting up to 20,000 seasonal workers
- Over 600 highly specific queues functioning simultaneously during extreme seasonal peaks
- Sensitive HR complaints needed to be securely separated from general support tickets
- Limited ability for non-contact centre personnel to track ticket lifecycles seamlessly
- Manual reporting took around 8 hours every week
- Agents reading long email trails to understand each case
The Solution
CloudInteract engineered a secure, custom agent workspace integrated into the client's existing ecosystem, combining intelligent case scoping, AI email summarisation with Amazon Bedrock, and advanced lifecycle tracking without exposing core systems.
- AI summarisation of full email trails using Amazon Bedrock, giving agents instant case context
- Case access scoped to membership of groups: any number of groups, linked to email, phone number or IVR selection
- Case data remains in Amazon Connect, even though the UI is custom
- Integrates with the client's in-house CRM and employee records via AWS Lambda
- Accessed by agents via Agent Workspace, providing a natural integration for accepting calls and emails
- Multi-level categorisation of cases for reporting: fully customisable
- Automated reporting in a single source of truth, replacing 8 hours a week of manual effort
- Add additional people to a watchlist to receive notification of comment updates
- Filtered search views for faster case navigation
- Bulk assign cases to groups or users
- Full email history
- Audit history of updates and communications
Why CloudInteract
Operating in tight two-week Agile sprints within the client's Jira framework, CloudInteract used AWS CloudFormation to push features to pre-production for rapid feedback. Crucially, our Business Analysts initially worked with the client to fully map their existing process to produce comprehensive "as is" and "to be" flows, which directly influenced the optimal design of the final system.
Project Timeline
Defined the complex authorization boundaries and native Cases API middleware requirements
Built the custom interface incorporating SLA custom routing and Bedrock summarization modules
Adapted to evolving requirements through rapid pre-production CI/CD sprints
Launched seamlessly on time and transitioned the client into a long-term Managed Services extension
Key Takeaway
When enterprise compliance requires highly specific data boundaries, extending Amazon Connect Cases via custom API integration delivers the security and scale enterprise HR teams need, without leaving the AWS ecosystem.
“The system stands out – training time is down and ticketing is more straightforward. We've reduced friction and enabled advisors to focus on helping people, not managing systems, with a 25% improvement in supervisor productivity. — Senior IT Implementation Team, Global Education and Training Provider
Technology Stack
Key Results
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