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Intelligent Customer Service Platform Development with Amazon Connect

Client Challenge

A leading enterprise sought to modernize its customer service infrastructure to enhance customer experience, reduce operational overhead, and increase scalability. Their legacy system struggled to keep pace with evolving customer demands, lacked intelligent automation, and required significant manual effort to route and respond to customer inquiries.

Solution Overview

Zeektek partnered with the client to design and deliver a comprehensive customer service solution leveraging Amazon Connect, AWS Lambda, and Amazon Lex. The goal: create a smart, scalable platform capable of handling high volumes of customer interactions efficiently—while providing a natural, conversational experience through AI-driven bots.

Scope of Work

Amazon Connect Contact Flow Development

• Designed and implemented custom contact flows tailored to the client’s customer journey.
• Enabled dynamic call routing based on:
  • Customer input
  • Time of day
  • Real-time agent availability
• Integrated fallback mechanisms to ensure seamless service during peak traffic or unexpected downtimes.

AWS Lambda Function Integration

• Developed scalable, serverless backend functions to handle critical operations such as:
  • Customer verification and authentication
  • Real-time database lookups for account and transaction data
  • Logging and analytics for call tracking and customer interactions
  • Transaction processing during live calls
• Optimized Lambda functions for performance and cost-efficiency.

Amazon Lex Bot Implementation

• Created and deployed intelligent Lex bots capable of:
  • Understanding and responding to natural language queries
  • Guiding customers through self-service tasks and routing them when necessary
  • Addressing FAQs, account inquiries, and support requests without agent involvement
• Trained bots using custom intents and entities aligned with business-specific terminology.
• Established continuous learning mechanisms to enhance bot performance over time.

Results & Impact

• Reduced call handling time through intelligent automation and real-time routing.
• Improved customer satisfaction by offering 24/7 support via AI-driven bots.
• Scalable infrastructure that grows with business needs, with lower operational costs.
• Enhanced agent productivity by automating repetitive tasks and enabling focus on high-touch interactions.

Conclusion

Through expert application development and deep AWS integration, Zeektek empowered the client to deliver a modern, efficient, and intelligent customer experience. This case showcases how the right technical talent can drive impactful digital transformation in customer service environments.

Digital Experience Strategy & Application Prototyping for a Global Enterprise

The client, a global enterprise undergoing a digital transformation, required expert support in designing and delivering consumer-centric digital experiences across web and mobile platforms. The focus was on building a future-ready digital experience ecosystem that aligned with customer expectations, business goals, and modern UX/UI standards.

Zeektek provided digital consulting and application development expertise to shape the client’s product strategy, design prototypes, and experience delivery—spanning journey mapping, design systems, and the creation of functional, interactive prototypes to validate product direction.

Scope of Work

Zeektek delivered comprehensive digital consulting services including:

Digital Experience Strategy & Product Roadmaps

• Created and documented the overarching digital experience (DX) strategy aligned to business goals.
• Developed executive-facing materials to communicate DX vision and roadmap to stakeholders.
• Delivered prioritization frameworks and dynamic product roadmaps outlining phased development for digital products, features, and capabilities.

UX/UI Design & Application Prototyping

• Conducted consumer journey mapping to inform intuitive, engaging digital experiences.
• Designed wireframes and design compositions (comps) for key digital products, web pages, and mobile applications.
• Built both visual prototypes and working POCs (proof of concepts) to test usability, inform design iterations, and gather stakeholder feedback.
• Supported co-creation sessions to align cross-functional teams on product requirements and designs.

Digital Experience Co-Creation & Collaboration

• Facilitated workshops to collaboratively define product goals, feature sets, and user experiences.
• Created artifacts including annotated wireframes, user flows, and co-created requirements.
• Delivered responsive website and mobile app prototypes that served as internal demos and executive alignment tools.

Program & Process Management Support

• Delivered frameworks, templates, and toolkits for consistent DX design execution across regions.
• Created process documentation, engagement plans, and measurement templates to track and report progress.
• Provided structured review and feedback cycles with internal and regional business stakeholders.

Strategic Communication & Digital Storytelling

• Developed strategic stakeholder communication tools including:
  • Interactive prototypes and preview videos
  • Infographic-based data visualizations and analytics storytelling
  • Communication plans to align downstream teams on direction and goals

Product / Project Deliverables

• Product Roadmaps & Definitions: Prioritization frameworks, phased roadmaps, and living product backlogs.
• UX/UI Design Assets: Consumer journey maps, annotated wireframes, design comps for web and mobile.
• Co-Created Prototypes: Fully designed and responsive visual and working prototypes for stakeholder feedback.
• Process Frameworks: Templates, toolkits, and documentation to scale digital design across teams.
• Digital Strategy Assets: Executive-ready strategic presentations, videos, and analytics-based storytelling tools.

Conclusion

Through expert application development, strategic consulting, and collaborative design, Zeektek successfully delivered a modernized digital experience strategy that aligned executive leadership, empowered regional teams, and accelerated the delivery of consumer-facing digital products.

By combining agile product planning with hands-on prototyping and co-creation, the firm enabled the client to move faster, validate ideas early, and lay a scalable foundation for future digital initiatives. The result was a highly engaged stakeholder base, increased cross-functional alignment, and a portfolio of intuitive, prototype-driven applications ready for development.

This project showcases the firm’s ability to not only source top-tier digital talent but also serve as a strategic partner in complex, experience-led application development initiatives.