Amazon Connect Chat - Petco.com
Real-time web-based customer support chat deployed on Petco.com, built on Amazon Connect with a custom Angular agent interface and full backend orchestration.
Problem
Petco lacked a scalable digital chat channel. Customers had no real-time web support option, pushing all volume to voice and increasing live agent load.
Solution
Architected and deployed Amazon Connect Chat on Petco.com. Designed 100+ Connect flows for chat routing, escalation, and SLA-based prioritization. Built 35+ Lambda functions for backend orchestration and integrated Amazon Lex for pre-agent chatbot handling. Developed Salesforce auto-case creation via Lambda and a custom Angular CCP for chat agents. Delivered QuickSight and Joulica dashboards for real-time performance monitoring.
Impact
Reduced live agent workload significantly, cut manual ticket errors by 90%, accelerated case resolution by 35%, achieved 99.95% uptime, improved handling efficiency by 25%, and reduced operational overhead by 30%.
Status
In production. Delivered at Petco.