Siemens Global Business Services (GBS), which provides shared services across more than 80 countries, deployed Amazon Connect Customer AI agents to address contact center challenges including high volumes of diverse inbound calls, queue wait times for simple queries, misrouted calls, and limited outbound sales outreach. Siemens chose Amazon Connect Customer for its native integration of conversational AI, generative AI, and telephony, along with a pay-per-use pricing model and rapid deployment. The solution is built on a common architecture using Amazon Connect Customer for telephony and contact flows, Amazon Lex for natural language understanding, Connect Customer AI Agent for generative AI, AWS Lambda for real-time integrations with Siemens’ internal systems, and Amazon Bedrock AgentCore Gateway to expose internal APIs as Model Context Protocol-compatible tools. The design follows three core principles: autonomous-first handling, human escalation as fallback with full context, and CRM integration for every interaction. Siemens has built three distinct AI agent use cases: Intelligent call routing with AI agents, which is live in production and autonomously handles 90% of inbound calls; an employee lookup agent as a proof of concept for real-time directory queries with callback orchestration; and outbound campaign AI agents as a proof of concept for personalized sales outreach at scale.