18,000 Hours Back: How One Automaker Modernized its Contact Center with Conversational AI

Picture an agent inside a major automotive manufacturer's contact center five years ago. A customer calls with a warranty question — something that should take two minutes. Instead, the agent is toggling between an aging on-premises system and whatever tool holds the warranty record, hunting for the piece of the picture that isn't in front of them. The customer waits, the call runs long, and when it finally wraps, the agent still has notes to write up before they can move on to the next customer.

Multiply that moment across the operation, and the real problem comes into focus: agents burning time across distinct systems, customers with too few ways to reach a human, and almost no visibility into what was actually working — at scale, across one of the largest customer engagement operations in the automotive industry.

What changed

This automaker needed to retire its legacy on-premises contact center platform and build something worthy of the brand. After a competitive evaluation, they chose to modernize with Amazon Connect — and brought in NeuraFlash to build it.

The fix wasn't a single feature. NeuraFlash consolidated customer data, including warranty and supplementary vehicle information, into one interface, so agents stopped hunting across systems mid-call. Amazon Connect conversational analytics (formerly Contact Lens) now transcribes and summarizes each call automatically, cutting the work agents used to do after hanging up. Amazon Lex brought natural-language self-service to the IVR, so routine questions get resolved before they ever reach a human queue.

Here are the results:

• 60% reduction in after-call work: automatic transcription and case summaries now save an estimated 18,000+ agent hours
• 50% decrease in call reroutes: calls land with the right agent the first time
• 6% increase in self-service and containment: in just the first week after launching natural-language self-service in the IVR
• 5% reduction in average handle time:  agents now have the information they need to resolve cases faster, without the system scramble

Why it doesn't stop there

NeuraFlash continues to iterate with this customer through managed services, refining the self-service bots and expanding real-time analytics to drive further optimization. The same pattern, consolidate the data, automate the routine, free agents to focus on what actually needs a human, is one NeuraFlash has now run across 150+ Amazon Connect and Service Cloud Voice deployments.

We don't build it and walk away. We stay in it with you, continuously optimizing as your needs evolve and the technology moves forward.

Ready to see what this could look like for your organization? Book a discovery call with us today.