Multicloud AI & ERP / Cloud AI Applications & Industry AI Solutions
Why it matters
Contact centers face rising volumes and costs, and customers expect instant answers. AI agents can resolve routine requests end to end and make human agents faster on the rest, if the handoff is seamless.
How it works
AI-assisted support
Customers call, chat or message. An AI agent understands the request and answers, using back-office tools to check orders or accounts. If it cannot resolve the case, it hands off with a summary and history. Analytics on every conversation reveal topics, sentiment and quality.
AWS, Azure and Google Cloud compared
| AWS | Azure | Google Cloud | |
|---|---|---|---|
| Contact center | Amazon Connect | Dynamics 365 Contact Center | Customer Engagement Suite |
| AI agent | Connect AI agents | Copilot Studio agents | Conversational Agents |
| Agent assist | Real-time suggestions in Connect | Copilot for agents | Agent Assist |
| Conversation analytics | Contact Lens | Customer Service insights | Conversational Insights |
| Classic bots | Amazon Lex | Azure Bot Service | Dialogflow CX |
What makes each cloud different
AWS
Amazon Connect combines telephony, chat, AI agents for self-service and real-time agent assistance, with Contact Lens scoring every call for sentiment and quality.
Azure
Dynamics 365 Contact Center pairs with Copilot Studio agents for self-service and Copilot for human agents, drawing on CRM data and knowledge articles.
Google Cloud
Google's Customer Engagement Suite offers generative virtual agents, Agent Assist with real-time suggestions and Conversational Insights across all calls.
Design decisions that matter
- 01Automate the top intents fully
Not just deflect them.
- 02Handoff with full context
Summary, history and sentiment.
- 03Assist humans in real time
Suggested answers and next steps.
- 04Analyze every conversation
Fix root causes, not just tickets.
Common mistakes we see
- Bots that trap customers. No easy route to a person.
- AI without back-office access. It can talk but not resolve.
- Measuring deflection only. Resolution and satisfaction matter more.
A practical 30-day plan
- Week 1
Analyze contact reasons and pick the top three.
- Week 2
Build an AI agent with tools for those intents.
- Week 3
Set up handoff and agent assist.
- Week 4
Launch to a share of traffic and measure resolution.
How NTS helps
NTS modernizes customer support with Amazon Connect, Dynamics 365 Contact Center and Google's Customer Engagement Suite, covering AI agents, back-office integration, agent assist and analytics.
What you get
- AI agents for chat, email and voice
- Agent assist with suggested answers
- Integration with your CRM and ticketing
- Quality and satisfaction monitoring
Typical outcomes
- Shorter wait and resolution times
- More requests resolved automatically
- Higher agent productivity
How we work with you
- 1Assess
A focused review of your customer support AI across AWS, Azure and Google Cloud. We look for the gaps we find most often: bots that trap customers, AI without back-office access and measuring deflection only.
- 2Design
A target architecture and roadmap built on the decisions that matter most: automate the top intents fully, handoff with full context, assist humans in real time and analyze every conversation.
- 3Build
Hands-on delivery alongside your team. We analyze contact reasons and pick the top three, build an AI agent with tools for those intents, set up handoff and agent assist, and finally launch to a share of traffic and measure resolution.
- 4Run and improve
We review conversations, improve answers and add new intents every month.
Why teams choose NTS for customer support AI
- Better service, lower cost
AI handles routine requests while people handle the hard ones.
- Contact center integration
We connect to the tools your agents already use.
- Customer trust protected
Guardrails and smooth handoffs keep experiences positive.
Book a free 30-minute review
Talk to an NTS architect about your customer support AI on AWS, Azure and Google Cloud.