Three expanding layers — an AI front door for the desk, agents that work the ticket queue itself, and internal agents behind them. Delivered in your own AWS account with authorisation gates that live in the actions, not the prompt. The reference delivery: an 8-week fixed-price engagement including ITSM and Microsoft 365 tenant integration.
Amazon Connect + Nova Sonic real-time voice + Bedrock agents. Answers calls with no queue, authenticates the caller server-side — the agent cannot act on an unverified caller — resolves L1 requests autonomously (password resets via Microsoft Graph, access diagnostics, ticket lookup), and escalates to a human with the full transcript, customer profile and ticket context already loaded. Runs alongside existing phone systems — no rip-and-replace.
Agents that work the ticket queue itself — triage, diagnose, resolve, update — against live systems. Not just logging tickets from calls: clearing L1 volume around the clock so senior engineers stay on complex, billable work.
Longer-running internal agents: bid writing, presales support, back-office operations. The contact centre is the way in; the agentic platform is the relationship.
Ticketed service desks on Halo, ConnectWise, Autotask or ServiceNow-class ITSMs
Telecoms and UC providers running fault and provisioning desks
Organisations already on Amazon Connect wanting the AI layer
Public sector — councils, NHS, government contact centres (SC cleared)
Engagements are fixed price with phased payments; the work lands in your own AWS account and you own all code and IP. Write actions ship disabled and in dry-run — going live is an explicit, documented step, not a default.
The first step is a read on your desk's recent tickets — which of them these agents would have worked, against your volumes, not an industry average. If the number is worth acting on, the pilot starts read-only.
dale@grantedison.com