AI/MLAWS
Building a Multi-Capability Retail Customer Support Assistant on Amazon Connect
Nikunj Mistry
Our client, a large retail group selling consumer goods, approached NeenOpal for a customer support assistant for its website, along the lines of the conversational shopping assistants the major online marketplaces now offer. The brief arrived as an exhaustive list of capabilities the assistant had to cover, spanning product research, cart building, order tracking, warranty and complaint handling, post-purchase care, and escalation to a human agent.
NeenOpal built the assistant as a working proof of concept on Amazon Connect, the first time the team had taken Connect into a customer engagement. A conversational layer handles the dialogue, a governed tool layer gives the assistant controlled access to customer and product information, verified sign-in gates anything account specific, and a handover path passes the full conversation to a live agent when a person is needed. The build went from brief to working demonstration in four weeks.
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