Results That Speak for Themselves

Real numbers from real deployments. See how we've helped financial services firms deploy AI agents on Amazon Connect.

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AWS Advanced Partner | Production Deployments | Proven ROI

Impact at a Glance

42%
Interactions handled autonomously by AI agents
£1.2M
Annual savings across deployments
4.7/5
Customer satisfaction with AI agents
0
Compliance breaches or upheld complaints
847
Vulnerability Flags / Month
100%
Audit Trail Coverage
AI Voice Agents + Amazon Connect

How Europe's Leading Credit Manager Deployed AI Agents for 10,000+ Monthly Interactions

A Top 5 European lending group with £15B+ in assets

The Challenge

Routine payment queries overwhelmed agents while complex cases requiring empathy went under-resourced. 12,000 contacts/month, 32 agents required, £115K monthly operational cost. 60-70% of contacts were payment confirmations, balance inquiries, and arrangement updates - simple interactions consuming the majority of agent time.

The Solution

Multi-agent AI system deployed on Amazon Connect with Amazon Bedrock. Purpose-built agents handling payment arrangements, balance confirmations, method updates, account inquiries, and vulnerable customer screening - autonomously. Each agent is a specialist: payment agents, vulnerability agents, compliance agents - coordinated to handle complex customer journeys.

Before Rel8:

  • 12,000 payment arrangement contacts/month
  • 12 minutes average handle time
  • 32 agents required
  • £115K monthly cost
  • 45+ minutes wait times during peaks
  • 2-5% of calls sampled for QA

After Rel8:

  • 5,040 interactions handled by AI agents (42%)
  • 0 minutes handle time (autonomous)
  • 21 agents required
  • £67K monthly cost
  • 8 minutes average wait time
  • 100% of interactions analysed for compliance
£48K Monthly savings
£576K Annual impact
4.7/5 Customer satisfaction
0 Compliance breaches

Key Outcomes

  • 847 vulnerability flags correctly identified in a single month - all escalated to trained specialists
  • 100% audit trail on every AI decision - ready for FCA inspection at any time
  • Agent satisfaction increased - agents focus on complex, meaningful work instead of repetitive contacts
  • Zero customer complaints upheld against AI agent decisions
"Our agents are HAPPIER. They're not burned out on repetitive contacts. They're doing the complex, meaningful work they were hired for - financial hardship negotiations, vulnerability assessments, complaint resolution. That's the real win."
-- Operations Director, Leading European Credit Manager
AI Email Classification + Amazon Connect Tasks

Automating Email Triage for a Major European Debt Purchaser

22-category classification with vulnerability detection

The Challenge

Thousands of inbound customer emails requiring manual triage across 22 business categories. Each email needs reading, classification, vulnerability assessment, and routing to the correct team queue. Manual processing is slow, inconsistent, and misses vulnerability signals hidden in text. SLA breaches on time-sensitive categories like complaints, SARs, and vulnerability flags.

The Solution

AI classification agent built on Amazon Bedrock AgentCore that reads every inbound email (including PDF, Word, Excel, and image attachments), classifies into 22 business categories, detects vulnerability indicators, flags complaints and SARs, and routes as Amazon Connect tasks to the correct team queue - all with a complete audit trail.

22 Categories

Complaints, SAR requests, vulnerability flags, payment queries, direct debit arrangements, insolvency, deceased accounts, breathing space, address updates, general enquiries, and more - each routed to the right team.

Vulnerability Detection

Four types of vulnerability detected automatically: health conditions, life events, financial resilience, and capability limitations. Suicide risk, domestic abuse, and terminal illness flagged immediately for urgent response.

Self-Auditing

The AI agent audits its own classification before submitting. Confidence scores, reasoning chains, and alternative classifications all logged. Complete decision trail for regulatory review.

"The combination of email classification and Connect task routing means every customer enquiry reaches the right team with the right priority. Vulnerability signals that were buried in free-text emails are now flagged in real time."
-- Programme Director, European Debt Purchaser

Ready to See Results Like These?

Book a call and we'll show you exactly what AI agents can do for your operations - with projected savings based on your actual volumes.

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Or email us at hello@rel8.cx