One of the largest cinema networks in the U.S. came to Armakuni for aI-led contact center transformation: voice agents, chat automation, live data integration, full observability.
The challenge
A single platform stabilization engagement grew into a full AI contact center transformation across 5 SOWs. Armakuni now owns the architecture that runs the entire contact center.
Scale: Thousands of customer contacts per week across onshore and offshore call centers. One of the largest cinema networks in the U.S..
What we built
Armakuni delivered aI-led contact center transformation: voice agents, chat automation, live data integration, full observability. The engagement ran as multiple fixed-scope SOWs: Showtime AI, Refund AI, Loyalty AI, Connect Conversational AI, Unified Customer Support Assistant. AWS funded the work at $56K.
The outcomes
6 measurable outcomes shipped across the engagement. The ones that moved the business the most:
30% faster call handling across the entire contact center meaning every customer reaches resolution faster while the same team handles significantly more volume without adding headcount
3 fully automated chat workflows running in production without a human in the loop, resolving customer issues at any hour with no queue, no wait, and no agent cost
100% call flow visibility delivered for the first time so the contact center is observable and manageable in real time rather than in retrospect, with problems surfacing in minutes rather than days
Same-day agent coaching feedback, down from days, shifting supervisors from reviewing last week's calls to acting on this morning's conversations and. running the quality improvement loop at the speed of the business
Volume spikes absorbed automatically , meaning a major film release now requires zero emergency hiring, zero all-hands weekend, and zero degradation. in customer experience because the platform absorbs the demand
Opening weekend went from the biggest operational stress test of the year to a seamless peak the platform handles on its own.
Kudos to Armakuni for demonstrating the speed, precision, and partnership needed to turn a high-speed challenge into a success story.
Matt Suckel, Senior Manager, Application Integration, Cinemark
Built on AWS
The production environment runs on 13 first-party AWS services. Delivered under our AWS Migration and Modernization, Generative AI Services, AI Services competencies.
What's next
Phase 5 migration to Amazon Connect native Conversational AI builder