How Siemens handles 90% of calls autonomously with Amazon Connect Customer AI Agents

This article describes how Siemens Global Business Services deployed Amazon Connect Customer AI agents to autonomously handle 90% of inbound calls across their contact center operations.

• Replaced DTMF IVR menus with natural language intent detection using Amazon Lex for intelligent call routing
• AI agents resolve common queries directly via knowledge bases or route to appropriate teams with full context
• Employee lookup agent automates directory searches and callback orchestration with privacy guardrails
• Outbound campaign agent delivers personalized sales outreach using CRM integration and predictive dialing
• Architecture uses Amazon Connect, Lex, Lambda, and Bedrock AgentCore Gateway for unified AI-powered telephony
• Key lessons: design for intent diversity, balance autonomy with escalation, integrate CRM early, start with one use case

Siemens' approach demonstrates how agentic AI reduces manual handling while improving first-contact resolution and customer experience at enterprise scale.