Axyom Assist - Transforming Contact Centers

Empowering Human Agents with Intelligent Support

Government agencies face unique challenges when handling constituent inquiries. Our Axyom Assist solution transforms this experience by seamlessly integrating AI-powered assistance into existing workflows. Rather than replacing the essential human connection in service delivery, we enhance it—creating a more effective, efficient system that benefits both agents and the citizens they serve.

Key Benefits

Our solution delivers measurable improvements across multiple dimensions of government service:

• Faster Resolution Times: Agents gain instant access to relevant information across previously siloed data sources, allowing them to address constituent needs more quickly.
• Improved Accuracy: The system ensures consistent, compliant responses for all citizen interactions, reducing errors and improving service quality.
• Enhanced Agent Experience: By providing support for complex tasks, we reduce agent stress and turnover while enabling them to focus on meaningful human connection.
• Quality Assurance: All AI interactions are captured, creating an audit trail that ensures compliance with policies and procedures.
• Continuous Improvement: User feedback on AI responses generates analytics-driven insights that identify service gaps, trending topics, and opportunities for enhancement.

How It Works

Axyom Assist combines advanced AI technologies with government-specific expertise through several integrated components:

Real-Time Intelligent Assistance

Our system works alongside agents to provide immediate support during constituent interactions. The core technology delivers instant, contextual answers powered by Amazon Bedrock and Claude LLMs, employing advanced transcription, sentiment analysis, and intent detection for both voice and chat interactions. We utilize a sophisticated RAG pipeline that combines keyword and vector search for hallucination-free accuracy, while automatically retrieving information from knowledge bases as conversations progress.

The system excels at synthesizing information from multiple sources to address complex questions, providing clear references to original documents. To streamline workflow, it generates conversation summaries for after-call work, helping agents complete documentation efficiently.

Comprehensive Government Compliance

Security and compliance are foundational elements of our solution. Built on FedRAMP-certified and CA SIMM-compliant infrastructure, Axyom Assist incorporates built-in guardrails for PII detection and sensitive information protection. The system provides complete logging and tracking of all AI interactions, ensuring strong data protection with comprehensive audit trails. We adhere rigorously to agency-specific compliance frameworks, giving you confidence that your constituent interactions meet all necessary regulatory requirements.

Domain-Specific Knowledge

Our system understands the unique context of government operations through a specialized knowledge base covering complex government topics. It features built-in understanding of government procedures and documentation standards, providing context-aware responses that reflect relevant policies and jurisdictional variations. Regular content updates ensure the information remains accurate and current, adapting to the evolving landscape of government services.

Accessibility and Inclusive Design

We’ve designed our solution to serve all constituents effectively with ADA-compliant interfaces and interactions meeting WCAG standards. Multi-language support ensures diverse constituent populations receive equitable service, while usability and inclusion are prioritized through personalization options for agents.

Features That Drive Results

• Advanced Data Intelligence: Transforms complex government documents into actionable knowledge with meticulously curated information and robust PII protection.
• Powerful Retrieval Augmented Generation: Instantly accesses and synthesizes information across departmental silos with hallucination-free responses.
• Strategic Prompt Engineering: Delivers agency-aligned communication that adapts to conversation flow and citizen needs with appropriate tone and empathy.
• Response Generation and Validation: Creates consistent, compliant responses verified against current policies and procedures.
• Continuous Learning and Fine-Tuning: Improves performance through regular updates based on changing regulations, agent feedback, and conversation analytics.
• Agentic AI Capabilities: Decomposes complex queries into manageable sub-tasks, enables autonomous research across multiple knowledge sources, and provides step-by-step reasoning while maintaining human oversight for critical decisions.

Technical Solution

Axyom Assist is built on a robust, scalable architecture designed specifically for government environments. The solution integrates seamlessly with existing contact center infrastructure through secure APIs and flexible connectors.

Our technology stack combines best-in-class Amazon Web Services with proprietary components:

• Amazon Connect provides the contact center foundation with omnichannel capabilities
• Amazon Contact Lens delivers advanced conversation analytics and insights
• Amazon Transcribe enables real-time speech-to-text conversion
• Amazon Comprehend powers natural language understanding and intent recognition
• Amazon Kinesis handles data streaming for real-time processing
• Amazon Bedrock and Claude models form our LLM infrastructure
• Amazon SNS manages notifications and alerts throughout the system
• Salesforce Integration allows agents to access AI assistance directly within their familiar CRM environment

The system is hosted on AWS GovCloud, ensuring compliance with federal security requirements while providing the scalability needed for government-scale operations. Our proprietary RAG (Retrieval Augmented Generation) pipelines ensure accurate information retrieval with comprehensive audit capabilities.

The implementation process is designed to minimize disruption while maximizing adoption. We begin with a Strategic Assessment to understand your specific requirements, followed by a tailored deployment plan that includes integration testing, agent training, and governance setup. Our phased approach ensures that your team can quickly achieve value while gradually expanding capabilities.

For more information about our implementation methodology, please visit our Implementation Page.

Real-World Impact