AWS Serverless Contact Center Platform
Production-grade contact center platform for Petco, powering voice and chat support across 100+ Amazon Connect flows with AI-driven self-service.
Problem
Petco's customer support operations relied on manual routing and agent-heavy workflows, leading to high handling times and limited scalability across IVR and chat channels.
Solution
Architected and owned an AWS serverless platform with 100+ Amazon Connect flows, 50+ Lambda services, Amazon Lex, and Claude LLM via Bedrock for intent handling and response generation. Deployed Amazon Connect Chat on Petco.com via CloudFront for digital self-service.
Impact
Reduced average call handling time by 25%, decreased manual ticket errors by 90%, accelerated case resolution by 35%, and achieved 99.95% system uptime supporting a ~$6B revenue business.
Status
In production. Delivered at Petco.