Case study | Technology
Automating Client Follow-Up with an AI Calling Agent
An AWS-native AI voice agent that runs post-project client check-ins, flags escalation risk, and auto-generates follow-up reports.
Overview
A digital transformation consultancy providing technology, HR, marketing consulting, and IT services had no consistent way to gauge client satisfaction after engagements closed, allowing early concerns to go unnoticed until they escalated. 10Pearls built an AI-powered outbound calling agent that automatically surveys every client, flags at-risk relationships, and reduces follow-up costs.
with serverless AI
with no manual dialing
Challenge
After project completion, the company’s account teams lacked a consistent way to check client satisfaction. Manual follow-up calls competed with billable work, so early warning signs went unnoticed until they became escalations or silent churn — with no auditable record of client sentiment. It needed consistent, measurable follow-up without pulling account teams off billable work.
Solution
10Pearls built an AI-powered outbound calling agent on a fully AWS-native architecture. Amazon Connect handles the telephony layer, placing scheduled calls through an IVR and running a consent check before any survey begins. Amazon Lex serves as the natural-language layer, transcribing spoken responses and holding conversation state in session attributes across an 11-question survey, so the exchange stays responsive without external round-trips.
A single AWS Lambda function orchestrates the entire call as a deterministic state machine, deciding what to say and when to advance based on a structured status indicator rather than inferred intent, which keeps the logic auditable. Anthropic’s Claude (Haiku), accessed via Amazon Bedrock, generates natural spoken responses during the call and performs a separate escalation analysis afterward, tuned independently for each job.
Amazon Polly gives the agent a natural voice, and on completion, Lambda writes a full record to Amazon S3 and generates a PDF report, giving account managers a searchable audit trail without needing to review call recordings.
Results & benefits
The company now follows up on every completed engagement consistently and at scale, without tying up account-team time. A three-tier escalation system (no action, mild issue, urgent escalation) surfaces at-risk relationships early, with every call generating an automatic satisfaction record. Running at roughly 2,000 calls per month for about $460 (near $0.23 per call, versus a $5–$15 manual benchmark), the serverless architecture cuts cost by over 95% and scales linearly with no reserved commitments.
About us
10Pearls is an award-winning, AI-native digital development company headquartered in Washington, D.C., with delivery centers across the United States, Latin America, the United Kingdom, and Pakistan. We specialize in product strategy, software engineering, data and analytics, cloud modernization, and AI solutions for clients in healthcare, energy, financial services, technology, and beyond. As an established AWS Partner, we bring deep expertise delivering cloud-native solutions on AWS, with a proven track record across data engineering, application modernization, and managed cloud services.
Technology consulting
& IT services company
ReportLab
AWS
- Amazon Connect
- Amazon Lex
- AWS Lambda
- Amazon Bedrock (with Claude)
- Amazon Polly
- Amazon S3
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