TTEC Digital enhances self-service capabilities for a global insurance provider

The challenge

A leading global financial services company needed to improve customer self-service and streamline interactions. Despite a robust Amazon Connect deployment, the client faced friction in self-service flows for tasks like card activation, data capture, and transaction handling. Legacy DTMF interfaces and rigid logic limited scalability and customer satisfaction.

The solution

TTEC Digital partnered with the client for a focused five-week engagement, embedding two consultants with internal teams. The collaborative approach delivered a cleaner, more maintainable Amazon Lex configuration, laying the foundation for more dynamic, conversational experiences. Key improvements included redesigned prompts and flows, optimized data capture, and refactored bot logic for better containment and scalability.

The results

The engagement simplified customer interactions, improved data capture, reduced error rates, and enhanced scalability. The client is now positioned to expand use cases confidently, with an infrastructure optimized for growth and adaptability. The new foundation enables a shift toward true conversational AI, including intent switching and deeper dialogue branching.

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