The Challenge

Hospitality and travel support systems were constrained by outdated IVR models that degraded CX and operational efficiency.

• High call abandonment due to rigid IVR decision trees
• Lost bookings and revenue from frustrated callers
• Higher customer effort when escalating to human agents
• Limited ability to handle complex or contextual requests
• Inability to scale support during peak demand

The Objective

The goal was to redesign voice support around natural conversation and business outcomes.

• Enable natural, frictionless conversations without IVR menus
• Understand customer intent rather than keywords
• Resolve common booking and support requests autonomously
• Reduce call handling time and agent dependency
• Scale support volume without increasing operational costs

The Solution

AI-Driven Voice Interface: Used Amazon Connect for telephony and session orchestration, with Amazon Nova Sonic providing real-time speech-to-speech interaction, natural turn-taking, and conversational voice responses optimized for hospitality use cases.

Intent Reasoning Layer: Integrated Amazon Bedrock Agents with large language models to interpret intent, manage dialogue, and decide next actions

Grounded Actions & Knowledge: Connected Bedrock Knowledge Bases and AWS Lambda to retrieve policies, availability, and execute backend actions securely

Low-Latency Streaming: Architected turn-level streaming across Nova Sonic and Bedrock with optimized audio pipelines to consistently achieve sub-3-second end-to-end conversational response times.

The Impact

The architecture demonstrated how AI can transform voice support into a revenue-protecting, always-on capability.

• Faster resolution of booking and inquiry calls
• Significant reduction in agent workload for routine requests
• Enabled 24/7 support without proportional staffing increases
• Delivered consistent, policy-aligned responses across calls
• Established a scalable foundation for AI-led hospitality support