AWS re:Invent 2025 - Customer Services Reinvention powered by AWS (AIM110)

Watch	Topic	Details
YouTube	Introduction of Illumia and its partnership with AWS and Accenture	Illumia is a company focused on transforming customer service through AI and automation. It operates in 11 countries across Latin America, the Caribbean, and Puerto Rico. The company offers customer service as a service, automation as a service, and smart tech solutions. Illumia aims to deliver business outcomes rather than just technology.
YouTube	Challenges faced by Illumia and its approach to solutions	Illumia addresses challenges such as digital transformation, data management, and AI implementation. The company emphasizes a business-first approach, starting with outcomes and simplifying technology implementation. Illumia uses a fixed cost model to provide predictable pricing and operational efficiencies. The company focuses on empathetic and efficient customer interactions, leveraging AI and automation.
YouTube	Illumia's multi-agent architecture and technology stack	Illumia employs a multi-agent architecture with specialized microagents for different tasks. The architecture includes a control tower, text and voice channels, a Gen AI engine, and a process optimization lab. Key technologies used include Amazon Bedrock, Amazon Transcribe, OpenSearch, and Redis. The system is designed to handle spikes in demand using serverless components.
YouTube	Results and impact of Illumia's solutions	Illumia has achieved a 25% reduction in total cost of ownership within the first 12 months. The company has increased first contact resolution rates to 84% and filtered 97% of interactions without hallucinations. Illumia is expanding its client portfolio and aims to serve 10 million customers. The company is focused on delivering results, expanding its footprint, and innovating with AI.

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Description

At Grupo Werthein in Latin America, Accenture are reinventing Customer Service with Generative AI powered by AWS. Our transformation enables up to 90% resolution through digital channels, delivering humanized and personalized customer interactions. By operating a cost-efficient, scalable technology ecosystem across all transformed digital touchpoints, we ensure continuous improvement, smarter processes, and seamless experiences. This reinvention not only enhances customer satisfaction but also drives operational efficiency and business value. AWS empowers us to reimagine the future of customer care — intelligent, efficient, and customer-first. This presentation is brought to you by Accenture, an AWS Partner.

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