A US-based employee benefits technology company came to Armakuni for contact center migration to Amazon Connect, AI voice agent and chat assistant for document verification, automated OCR pipeline, full iVerifyPro platform integration.
The challenge
A proof of value for document verification grew into the full transformation of Lumelight's contact center and verification platform across 5 SOWs. Armakuni now owns the architecture that runs the entire verification workflow.
Scale: Employee benefits platform serving HR teams and employees across US organizations.
What we built
Armakuni delivered contact center migration to Amazon Connect, AI voice agent and chat assistant for document verification, automated OCR pipeline, full iVerifyPro platform integration. The engagement ran as multiple fixed-scope SOWs: Use Case Assessment, Call Center Migration Assessment, Document Verification POV, Production Document Verification Agent, AWS Connect Migration and Document Verification. AWS funded the work at $11,500.
The outcomes
5 measurable outcomes shipped across the engagement. The ones that moved the business the most:
Third-party contractor involvement eliminated from the standard verification workflow. with the AI voice agent and chat assistant handling every employee interaction from first contact through document upload and verification result, so the program runs continuously without hiring, scheduling, or managing contractors for each verification cycle.
Every inbound employee call now handled by the Amazon Connect voicebot without a live agent. so Lumelight's verification capacity is no longer limited by how many agents are available and call volume spikes do not require emergency staffing or leave employees waiting.
Documents verified automatically against employee records in real time, replacing a process where agents manually checked submitted documents against database records.. Employees get an answer in seconds rather than waiting days, and that answer reaches them before the call ends.
Employers monitoring the verification program in real time for the first time. with call sentiment scores, escalation rates, document submission volumes, and compliance analysis visible in the iVerifyPro dashboard rather than surfacing weeks later in a compliance audit.
The iVerifyPro platform now operates as an end-to-end verification system. rather than a records database with a basic chatbot, handling inbound voice, chat, document submission, automated verification, manual review routing, and employer reporting from one integrated platform.
Built on AWS
Delivered under our AWS Migration and Modernization, Generative AI Services, AI Services competencies.
What's next
Outbound call capability, advanced fraud detection, multi-language document support