Conversational AI engineering · India & GCC
Contact centers that resolve, not just respond.
We design, build and run agentic customer-service platforms on Amazon Connect, Lex V2 and Bedrock — for insurers and financial institutions that need automation they can put in front of regulators and customers alike.
session trace — policy servicing bot
caller › “I need to update the nominee on my policy.”
intent › UpdateNominee · confidence 0.97
auth › verified · policy ****4821
tool › PolicyAPI.getNomineeRules(region: IN)
agent › “You can add or replace a nominee. I’ve sent a secure link to your registered mobile — the change takes effect immediately after e-sign.”
outcome › resolved · 74 seconds · no agent transfer
Built by people who have shipped this at enterprise scale
40+
production IVR & bot flows migrated to Lex V2
3
regulated markets served: India, UAE, KSA
24/7
bilingual self-service, English and Arabic
< 1 day
to stand up a new environment with our IaC
What we do
Six practices, one delivery system
Every engagement runs on the same foundations: infrastructure as code, CI/CD from day one, and architectures your own team can operate after we leave.
CC-01
Amazon Connect modernization
Migration from legacy telephony and on-prem contact centers to Amazon Connect — routing, queues, agent workspace, and quality analytics.
CV-02
Conversational IVR & bots (Lex V2)
Replacement of DTMF trees and legacy virtual agents — including IPSoft Amelia estates — with modular, testable Lex V2 bots.
AG-03
Agentic AI on Bedrock
Generative and agentic capabilities that go beyond static dialog: retrieval-grounded answers, tool calling, and guardrailed autonomy.
IN-04
Enterprise integration
The unglamorous work that makes bots useful: orchestration layers between conversations and core systems.
DV-05
Platform engineering & CI/CD
Terraform-first delivery across dev, SIT, UAT and production — the pipeline discipline of software teams applied to contact centers.
AD-06
Advisory & architecture
Roadmaps, reviews and cost engineering for leaders who need an honest view before a large commitment.
Why IngenX
Enterprise delivery, not demo-ware
Regulated-industry fluency
Insurance and financial services are our home ground. We design for auditability, data residency and the questions compliance will actually ask.
Bilingual by design
Arabic is a first-class language in everything we ship — voice, chat and agent assist — not a translation pass at the end.
You keep the keys
Everything lands in your AWS account as reviewed Terraform and documented runbooks. No black boxes, no lock-in to us.
Case studies
Recent work
Selected engagements. Client names are withheld under NDA; architectures and outcomes are real.
Life insurance · India
Legacy virtual agent to Lex V2, without a big-bang cutover
A top-tier life insurer replaced an aging IPSoft Amelia estate with modular Lex V2 bots integrated to Amazon Connect, migrating flows in phased releases across SIT, UAT and production.
40+
flows migrated
0
customer-facing downtime during cutover
2 wks
per release cycle at steady state
Insurance · GCC
Bilingual Arabic–English self-service on Connect and Bedrock
A Gulf insurer launched round-the-clock policy servicing in Arabic and English, combining Lex V2 for structured flows with Bedrock retrieval for open questions.
2
languages, one architecture
24/7
servicing coverage
> 60%
of sessions fully self-served
Reinsurance · Global
Multi-release Connect program with engineering-grade governance
A global reinsurance group standardized its contact center delivery on Terraform, trunk-based development and automated quality gates across multiple business units.
4
environments under IaC
100%
of infra changes via pipeline
3×
faster environment provisioning
Insights
Field notes from production
Technical writing from real deliveries — the details that don't make it into vendor decks.
Jun 10, 2026 · 7 min read
Migrating from IPSoft Amelia to Amazon Lex V2: a field playbook
Legacy virtual-agent migrations fail on inventory, not intent models. What we've learned moving 40+ production flows without customer-facing downtime.
May 18, 2026 · 6 min read
Designing conversational backends around API Gateway timeouts
The 29-second default shaped a generation of bot architectures. What changed, what didn't, and the patterns that keep slow core systems from freezing your conversations.
Jul 1, 2026 · 5 min read
Static-first, AI-ready: the architecture behind ingenx.ai
This site is its own case study: S3 and CloudFront for the pages, Lambda and Bedrock for the conversation, Terraform for all of it — at a run cost under ten dollars a month.
IngenX
Planning a contact center or AI initiative?
Bring us the hard version of the problem — legacy estate, compliance constraints, bilingual requirements. The first consultation is a working session, not a sales call.
Book a consultation