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. Every customer reaches resolution faster while the same team handles significantly more volume without adding headcount.
3 fully automated chat workflows running in production. With no human in the loop, they resolve customer issues at any hour with no queue, no wait, and no agent cost.
100% call flow visibility delivered for the first time. The contact center is now 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. Supervisors shift from reviewing last week's calls to acting on this morning's conversations, running the quality improvement loop at the speed of the business.
Volume spikes absorbed automatically. 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 stress test of the year to a seamless peak. The platform now handles the year's heaviest demand 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, One of the largest cinema networks in the U.S.
Built on AWS
The production environment runs on 13 first-party AWS services. Delivered under our AWS Migration and Modernization, AI Services competencies.
What's next
Phase 5 migration to Amazon Connect native Conversational AI builder.