The economics of autonomous service

End-to-end Amazon Connect services simplify operations, unlock AI innovation and transform contact centers at scale.

Autonomous enterprise-wide services are now a reality, not an idea. With software as service (SaS), software performs the service while humans handle exceptions, relationships and improvement — and contact centers are the proving ground for this fundamental economic and operational shift. The question now is: How long will your existing service models remain competitive?

In this perspective, we explore what SaS truly means and how it is breaking long-standing trade-offs between cost, quality, scale and risk. We also provide a high-level two-year roadmap for the shift to SaS, outlining what success looks like at each six-month milestone.