AI voice agents that sound human and resolve routine subscriber calls, cutting cost and raising customer satisfaction.
Callers talk naturally, as they would to a person. The agent handles routine outage, billing, and service questions start to finish, and only the calls that need a person reach your team: faster resolution, fewer transfers and repeat calls, and a better experience behind every CSAT score.
What the workflow handles
From the first ring to a resolved call.
How it works
The demo follows Tory, the Tactical Edge AI assistant, which we adapt to each provider's queues, rules, and systems.
Answer and identify
Amazon Connect takes the call and hands it to an agent on Amazon Bedrock AgentCore, which learns the caller's name, account type, and reason.
Decide within rules
Route to a person only when a business is fully down, and take a message for everything else. An unverified caller never hears account details.
Hand off with consent
Ask before sending any follow-up message, and record the answer. The care team calls back either way, with the call summary, and email summaries go out through Amazon SES.
Keep a person in control
The operator answers an alert with Always allow, Block, or Not now, and every step is written to a session trace.
Hear real calls
Three calls to a care line Tory answers.
Recorded on October 27, 2026 from Tory's live line, answering as Northline Fiber, a fictional regional fiber provider. The caller is a synthetic voice.
Home internet outage
0:53Read the transcript
- Tory: Thanks for calling Northline Fiber. I'm Tory, a virtual assistant. I'll ask a couple of quick questions to get you to the right team. Please say your name and what this call is about.
- Caller: Hi, this is Jordan Ellis. It's a residential account, and my home internet has been down since this morning.
- Tory: Thanks for letting me know. Is this outage urgent for you right now?
- Caller: It's not urgent, tonight is fine.
- Tory: Would you like a WhatsApp or text message to book a callback? Message and data rates may apply; for text messages, reply STOP at any time to opt out.
- Caller: No, thanks.
- Tory: Thanks, Jordan. A verified team member will follow up about your residential internet outage. Have a good night.
Question about a charge
1:07Read the transcript
- Tory: Thanks for calling Northline Fiber. I'm Tory, a virtual assistant. I'll ask a couple of quick questions to get you to the right team. Please say your name and what this call is about.
- Caller: Hi, I'm Priya Raman, residential account.
- Tory: Hello Priya, thanks for sharing your name and account type. What can I help you with today? Is it a service outage, a billing question, new service, or something else?
- Caller: There's a charge on my bill I don't recognize. Can you tell me my balance and what the charge is?
- Tory: Got it, Priya. It's a billing question about an unrecognized charge. Is this urgent for you?
- Caller: It can wait until tomorrow.
- Tory: Would you like a WhatsApp or text message to book a callback? Message and data rates may apply; for text messages, reply STOP at any time to opt out.
- Caller: No, thanks.
- Tory: Thanks, Priya. A verified team member will follow up about the charge on your bill. Have a great day.
Business completely down
0:43Read the transcript
- Tory: Thanks for calling Northline Fiber. I'm Tory, a virtual assistant. I'll ask a couple of quick questions to get you to the right team. Please say your name and what this call is about.
- Caller: This is Luis Ortega from Ortega Dental. It's a business account.
- Tory: Thank you, Luis. Is your service currently fully down and urgent, or is this about billing, new service, or something else?
- Caller: Our phones and internet are completely down and we have patients waiting. We need help right now.
- Tory: I've marked your call urgent for the care team. They'll get in touch right away. Thanks, I have everything I need. The right team will follow up with you.
Guided demo
Follow one call on a provider's care line.
Pick a caller, change a fact mid-call, and watch the outcome change. The panel beside the call shows what the assistant knows and what it did.
What this demo shows
- What you will see
- One subscriber call to a corporate care line: screening, a decision with its evidence, consent, the handoff note the care team receives, and an operator rule.
- How it runs
- A guided simulation in your browser that follows the same rules as Tory, the Tactical Edge AI assistant, which runs on Amazon Connect, Amazon Bedrock AgentCore, and AWS messaging services.
- What's possible in your contact center
- Connect the outage feed, billing, CRM, ticketing, and scheduling, and the agent resolves these calls end to end. Credits and account changes stay with a person.
Subscriber care voice agent
Outage, billing, and business-line calls
Step 1 of 7: Pick a caller
Choose who is calling the care line.
What's possible: calls the agents resolve on their own.
The caller asks. The agent acts. The call ends resolved.
Outage status
- The caller says
- "My internet is down."
- The agent
- Checks the outage map for the caller's address and finds the known incident.
- Outcome
- The caller hears there is a known outage and when service is expected back. No queue, no repeat call.
- Faster resolution
- Fewer repeat calls
Remote fix before a truck roll
- The caller says
- "My connection keeps dropping."
- The agent
- Runs the approved line and modem tests, then restarts the modem remotely.
- Outcome
- Fixed on the call. A technician visit is booked only when the tests still fail.
- Fewer truck rolls
- No transfer
Billing explanation
- The caller says
- "Why is my bill higher this month?"
- The agent
- Verifies the caller first, then reads the charges on the account.
- Outcome
- The new charge is explained in plain words. A credit or refund request goes to a person.
- Faster resolution
- Targeted escalation
Appointment change
- The caller says
- "I need to move my install appointment."
- The agent
- Checks the open technician slots for the caller's area.
- Outcome
- A new time is booked and confirmed before the call ends.
- No transfer
- Faster resolution
Business-down priority
- The caller says
- "Our whole office is offline."
- The agent
- Opens a priority ticket and pages the on-call team.
- Outcome
- The business customer gets a ticket number right away, and the right team is already working on it.
- Targeted escalation
Wrap-up and quality
- The caller says
- "Thanks, that's all."
- The agent
- Writes the case notes and disposition, and scores the call against your quality checklist.
- Outcome
- No after-call work for your team, and supervisors see which calls to review.
- No after-call work
What it means for cost, workload, and CSAT.
Model your own care line: the calls you take, what a live-agent call costs you, and what the agents would run on AWS.
What your contact center could save
Pick the calls your care line takes, then set your own volumes and costs.
- Calls resolved by agents per month
- 34,500
- Monthly live-agent cost avoided
- $276,000
- Monthly AWS AI usage cost
- $9,300
- Net monthly saving
- $266,700
- Payback on the one-time build
- Immediate
- 3-year net saving
- $9,601,200
- Agent hours freed per month
- 4,433
- Calls handed to a person with a complete case
- 27,500
Estimates from your inputs and the resolve rate shown for each call type: the agent answers every call of the types you pick, writes the notes for each of those calls, and a complete case saves 2 minutes on each business-down escalation. A pilot measures your real numbers.
| Call type | Calls | Resolved by agent | Cost avoided |
|---|---|---|---|
| Outage status | 15,000 | 10,500 | $84,000 |
| Remote fix before a truck roll | 15,000 | 6,000 | $48,000 |
| Billing explanation | 20,000 | 10,000 | $80,000 |
| Appointment change | 10,000 | 8,000 | $64,000 |
| Business-down priority | 2,000 | 0 | $0 |
What one minute of care costs.
Tory on Amazon Connect against other AI voice platforms and live agents, onshore and offshore. Each comparison uses the low end of its published range.
Tory on Amazon Connect
AI voice agent, including US toll-free telephony
$0.05a minute
Other AI voice platforms
List prices start at $0.07 and reach $0.31 a minute, often before telephony or the language model
from $0.071.4x
Offshore call center agent
Philippines and India, $6 to $14 an hour
from $0.102x
Nearshore call center agent
Mexico and Colombia, $12 to $23 an hour
from $0.204x
Onshore US agent, native English
$21.53 median hourly wage plus benefits, about $30.76 an hour
about $0.5110.2x
AI rates are list prices per minute. Agent rates are per paid agent minute (hourly rate divided by 60) at the low end of published ranges, so a minute spent on a call costs more once idle time is counted. The onshore rate is the May 2025 BLS median wage for customer service representatives, with benefits at the private-industry share of pay. An AI agent also answers calls in parallel, around the clock.
Show sources
| Option | Per minute | Compared with Tory | Sources |
|---|---|---|---|
| Tory on Amazon Connect | $0.05 | Baseline | Amazon Connect pricing |
| Other AI voice platforms | from $0.07 | 1.4x | Retell AI pricing, Twilio voice pricing, ElevenLabs API pricing, Bland AI pricing |
| Offshore call center agent | from $0.10 | 2x | Centris, Nearshore Call Center Pricing 2026 |
| Nearshore call center agent | from $0.20 | 4x | Centris, Nearshore Call Center Pricing 2026 |
| Onshore US agent, native English | about $0.51 | 10.2x | BLS, Customer Service Representatives, BLS, Employer Costs for Employee Compensation |
How to start
Send a short request
Tell us the outcome you want through the contact form. We reply within one business day.
Scope it together
One conversation covers the use case, systems, data, team responsibilities, and operating environment.
Review a written proposal
You get deliverables, assumptions, customer inputs, milestones, fees, and how scope changes are handled.
Published results from carriers on Amazon Connect and from industry research.
35% better first-time resolution
One NZ raised first-time resolution rates by 35% through Amazon Connect.
One NZ on Amazon Connect, as published by AWS$2M cost reduction
Mostly from taking cost out of voice calls and reducing call wait times.
One NZ on Amazon Connect, as published by AWS10% less time to resolve
Telstra reduced the average time to resolve customer enquiries by 10%.
Telstra on Amazon Connect, as published by AWS2.5x churn intent after a billing problem
Customers with billing problems show 32.5% churn intent, against 13.2% for those without.
Recon Analytics, February 2026Faster answers, no transfers, and never having to repeat details are what move CSAT.
Turn this workflow into a pilot on your care line.
Tactical Edge starts with one high-volume call type, builds it on AWS with your team approving anything that changes an account, compares it with today's results, and expands one queue or product line at a time.