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Quantiphi’s QAIssist - Agentic Contact Centre

Born out of Quantiphi’s collaboration with AWS Generative AI Innovation Center (GenAIIC) Partner Agent Factory (PAF), QAIssist – Agentic Contact Center redefines engagement for data-sensitive and regulated industries like public sector, education, finance and others. Leveraging Strands Agents, Amazon Bedrock AgentCore, and Amazon Connect, it empowers autonomous agents and intelligent tools to understand complex requests, reason across multi-step workflows, fetch real-time backend data, and take intelligent action—while seamlessly escalating to human agents when required . Multi-channel support across voice and chat ensures faster, accurate, and context-aware experiences.

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About

As organizations in data-sensitive and regulated industries strive for agility, scalability, and long-term growth, modernizing citizen, student, and customer engagement has become a strategic imperative. Traditional contact centers struggle with fragmented systems, limited automation, and growing demand for personalized, compliant service experiences. QAIssist – Agentic Contact Center addresses these challenges by transforming how organizations interact with their constituents, students, and customers through the power of agentic AI agents and tools.

QAIssist – Agentic Contact Center, co-innovated by Quantiphi and AWS Generative AI Innovation Center (GenAIIC) Partner Agent Factory (PAF) initiative, accelerates the transformation of generative AI concepts into scalable, agentic solutions for mission-critical engagement. By combining autonomous agents and intelligent tools, QAIssist delivers context-aware, multi-step workflow automation that reduces response times, improves accuracy, and ensures compliance.

Built on Amazon Bedrock AgentCore, Strands Agents, and Amazon Connect, QAIssist enables virtual agents to interpret complex queries, fetch real-time backend data, reason across workflows, and execute intelligent actions—while seamlessly escalating to human agents as needed. Unlike conventional chatbots or IVRs, QAIssist orchestrates agents and tools together to deliver adaptive, outcome-oriented experiences that continuously learn and improve.

With multi-channel engagement across voice and chat, QAIssist provides a secure, AWS-native foundation for intelligent customer experiences across public sector, education, financial services, healthcare, retail, and utilities—anywhere secure, accurate, and compliant interactions are mission-critical.

AI Agent & Tooling Framework:

QAIssist – Agentic Contact Center leverages a single intelligent agent augmented with specialized tools to deliver context-aware, multi-step workflow automation

The Agentic framework includes:

User Data Tool: Securely retrieves real-time backend user data such as claim status, account details, or student information through API or Database integrations.

Knowledge Retrieval Tool: Provides accurate, context-aware answers by leveraging Amazon Bedrock knowledge bases.

Callback Scheduling Tool: Automates and manages callback requests using Amazon Lex flows and Amazon Connect tasks.

Live Agent Handoff Tool: Seamlessly transfers the user to a live agent based on real-time sentiment and context analysis.

Together, these tools enable the agent to autonomously handle routine requests, perform tool calling for information retrieval, and seamlessly collaborate with human agents when escalation is needed. The result is faster, more accurate, and compliant engagement across voice, chat, and email channels.

Key Capabilities:

Agentic Orchestration: Combine autonomous agents and intelligent tools to reason, act, and execute across multi-step workflows.

Omnichannel Experience: Engage seamlessly across voice and chat through a unified AWS-native architecture.

Dynamic Iteractions: Delivers personalized and efficient resolutions by leveraging real-time context and reasoning.

AWS-Native Integration: Built on Amazon Bedrock AgentCore, Strands Agents, and Amazon Connect for performance, security, and scalability.

Secure & Compliant: Designed for high-trust industries with embedded privacy, governance, and compliance controls.

Typical Use Cases:

211, 311 and citizen service modernization

Student and academic support

Financial service contact center automation

Healthcare member engagement

Retail and utilities customer support

Outcomes:

QAIssist – Agentic Contact Center transforms engagement for data-sensitive and regulated industries, delivering measurable improvements in efficiency, accuracy, and user satisfaction. Enterprises can achieve the following outcomes:

Faster & Smarter Service: Accelerate resolution times with autonomous agents and intelligent tools handling routine and complex queries.

Operational Efficiency: Reduce manual workload, improve agent productivity, and streamline multi-channel workflows.

Improved Accuracy & Compliance: Context-aware, real-time responses reduce errors while maintaining regulatory and data governance standards.

Enhanced Customer/Citizen Experience: Deliver consistent, personalized, and responsive support across voice, chat, and email.

Scalable AWS-Native Platform: Leverage Amazon Connect, Bedrock AgentCore, and Strands Agents for a secure, future-ready, fully integrated foundation.

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