Your supervisor can see an objection forming three seconds before your agent does. CueAI closes that gap. Response card on screen in two seconds, silent supervisor whisper without joining the call, compliance breaches caught while the customer is still on the line. All of it inside Amazon Connect, in your own AWS account. No per-seat ISV bill.
Connect gives you the platform. Everything that matters on a live call (what agents see, how fast they respond, whether compliance is caught now or after the fact) depends on what runs on top of it. CueAI is what we run on top, in your account. We leave it running when we go.
The Contact Lens transcript stream drives the script. As the conversation moves from greeting to needs assessment to objection handling, the script panel follows. No manual click-through. No searching for the right section. The agent reads what's relevant to what's being said right now.
Price concern, contract pushback, cancellation hint: CueAI catches it from the live transcript and fires three ranked response options. Configured per vertical and per product. The agent picks one without breaking the conversation.
Supervisors see every active call in a live view. When an agent needs help, the supervisor pushes a silent text note to the agent's screen. The customer never hears it.
When the engagement ends, CueAI stays in your AWS account. The scripts, objection library, analytics, and infrastructure are yours.
Embedded in Agent Workspace, no tab switching
Advances automatically via Contact Lens transcript stream
Conditional branching logic - script path changes based on what the customer says
Per-queue script assignment - different queues, different scripts, one system
Real-time objection detection via Contact Lens transcript + Bedrock intent classification
2-3 seconds from detection to card with 3 ranked response options
Configured per vertical and per product - financial services objections are different from healthcare
Objection frequency analytics - see which objections land most and which responses work best
Contact Lens monitors every call against compliance rules throughout the conversation
Breach detected: manager gets instant alert, agent gets remediation card on screen
Works with ComplianceGen-generated rules - compliance documents become live monitoring in a day
Every compliance event logged for audit trail - regulators get a complete record
Silent mid-call text push - supervisor sends guidance without the customer hearing
Live supervisor view showing all active agents, script position, and call status
Instant compliance breach notification - supervisor knows before the call ends
Warm transfer recommendation - CueAI suggests the right specialist based on the conversation
No-code script builder - operations managers update scripts without raising an engineering ticket
Vertical templates for Healthcare, Financial Services, Utilities, and BPO - start from a proven baseline
Script performance analytics - see which scripts produce better outcomes and why
A/B script testing - run two script variants simultaneously and measure the difference
Contact Lens streams the real-time transcript that CueAI uses for script advancement, objection detection, and compliance monitoring. Every CueAI capability starts with the Contact Lens signal.
Bedrock handles intent classification for objection detection and response ranking. When a customer raises a price concern, Bedrock determines the objection type and selects the best response options within seconds.
Lambda processes the transcript events and manages script state. DynamoDB stores script configurations, objection libraries, and session data. Serverless. No infrastructure to manage. All in your account.
CloudWatch dashboards show script completion rates, objection frequency, response card usage, and agent performance trends. Operational visibility from day one.
Migrating from Genesys and losing the scripting tools your agents relied on
On Connect already but agents are navigating from memory with no real-time guidance
Compliance team discovers breaches after the call instead of fixing them during it
Objection handling is inconsistent across agents and there's no system to fix it
Paying a per-seat ISV licence for an agent assist tool that doesn't run in your AWS account
Need a real-time compliance audit trail that regulators can inspect end to end
Real-time guidance on every live call.
Built in your AWS account.
Running after we leave.
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Active Competencies and Service Delivery Programs relevant to this offering.