How a Voice AI Agent Achieved 92% Booking Success Rate on Amazon Connect

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A production voice agent built on Amazon Connect was designed to handle end-to-end travel bookings — including search, payment, and confirmation — entirely through conversation. The system combined Amazon Lex for transcription, Claude Haiku for quick classification, and Claude Sonnet for deeper reasoning and API coordination, achieving a 92% successful transaction rate. Each automated booking saved 10 to 15 minutes compared to manual handling. To manage latency within a 2–3 second response window, the team streamed model output into DynamoDB and had Lex begin speaking once complete sentences were detected, reducing perceived silence. Orchestration was later migrated from LangChain to AWS Bedrock AgentCore, which simplified session management and kept the entire stack within the client's existing AWS environment.

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