How tax agencies are modernizing contact centers with Amazon Connect and generative AI
Public Sector Blog
This article showcases how state tax agencies are modernizing contact centers using Amazon Connect and AI to improve efficiency and reduce costs.
- Alabama deployed AI-powered IVR in 8 days, increasing call capacity from 150 to 2,000 daily
- Reduced average call times from 20 minutes to 3 minutes with multilingual support
- Wisconsin achieved 66% cost savings despite 30% staffing reduction
- Amazon Connect Contact Lens provides real-time analytics and automated call summaries
- Amazon Q in Connect delivers AI-powered answers from agency knowledge bases
- Zero system outages in Wisconsin's first year versus 51 hours previously
- Multilingual IVR updates deployable in minutes without recording delays
Tax agencies can modernize contact centers with Amazon Connect to achieve scalability, cost savings, improved accuracy, and inclusive taxpayer service.
The AWS News Feed is currently looking for gold sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.
Related articles
Dec 15
2025
2025
Create smarter contact center experiences with the Amazon Connect assistant
May 15
2024
2024
Improving government contact center agent experience with Amazon Connect
Dec 3
2024
2024
Elevate your contact center: AI-powered analytics with Amazon Connect
Jan 7
2025
2025
Enhancing Total Experience in Contact Centers with TCS solution Powered by Generative AI on AWS
The AWS News Feed is currently looking for silver sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.