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 A leading employee benefits technology company'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 contractors eliminated from the standard verification workflow. An AI voice agent and chat assistant handle every employee interaction from first contact through document upload and result, so the program runs without staffing each cycle.
Every inbound employee call now handled by the Amazon Connect voicebot. Verification capacity is no longer limited by agent availability, so call-volume spikes no longer require emergency staffing or leave employees waiting.
Documents verified automatically against employee records in real time. Replacing manual agent checks against database records, employees now get an answer in seconds rather than days, and it reaches them before the call ends.
Employers monitor the verification program in real time for the first time. Call sentiment scores, escalation rates, document submission volumes, and compliance analysis are visible in the iVerifyPro dashboard rather than surfacing weeks later in an audit.
The iVerifyPro platform now operates as an end-to-end verification system. Rather than a records database with a basic chatbot, it handles inbound voice, chat, document submission, automated verification, manual review routing, and employer reporting in one place.
Built on AWS
Delivered under our AWS Migration and Modernization, AI Services competencies.
What's next
Outbound call capability, advanced fraud detection, multi-language document support.