Case Study: RedAwning.com scales customer service and cuts costs with Amazon Lex

RedAwning Scales Great Customer Service Using Amazon Connect and AWS AI Services

RedAwning.com, a global vacation-rental supplier with over 140,000 properties, faced a legacy phone-based contact center that was costly, tied to proprietary hardware, lacked call monitoring and tracking, and couldn’t scale with its rapid growth. To modernize and add AI-driven capabilities, RedAwning.com moved to Amazon Connect and built voice-based virtual agents using Amazon Lex (with Amazon Polly and AWS Lambda integrations) to improve self-service and routing.

Using Amazon Lex to power its “Scarlett” virtual agent within Amazon Connect, RedAwning.com automated frequent requests (like cancellations), matched callers to reservations, and provided lifelike conversations that cut customer wait and handle times. The cloud solution eliminated infrastructure, enabled remote agents, delivered per-minute pricing, and produced measurable results — an 80% reduction in contact-center costs and automated cancellation handling that now takes under a minute — while giving the company the metrics and scalability to grow.

RedAwning.com

Tim Choate

Chief Executive Officer and Founder