Cloudwest AI Strategy and Automation Services

Capabilities

CloudWest provides a complete set of strategy, technology, and delivery capabilities. The list below details the exact services and functions we perform to support mission-critical initiatives.

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AI Strategy & Consulting

AI strategy and roadmap development tied to mission outcomes
Use case identification, prioritization, and value modeling
AI maturity assessments and readiness evaluations
Solution and reference architecture for AI and data platforms

AI Development & Automation

Generative AI solutions for search, Q&A, summarization, and knowledge assistants
Agentic/LLM-powered workflow automation across CRM, ticketing, and case systems
Cloud- and model-agnostic AI infrastructure to avoid vendor lock-in
Intelligent process automation to reduce manual work and improve quality

Contact Center & CX Modernization

Strategy and design for AI-enabled contact centers and service desks
Modernization to CCaaS platforms (e.g., Amazon Connect and similar platforms)
AI-powered self-service, agent assist, knowledge, and analytics
End-to-end customer/constituent journey design and optimization

Data & AI Governance & Enablement

Data and AI governance frameworks (quality, lineage, accountability, risk)
Policies and processes for responsible AI and compliance
Role-based AI training, workshops, and adoption programs
Change management and communications to drive sustainable AI use

Core Competencies

Work Samples

The following engagements illustrate just a few of the solutions which CloudWest personnel have delivered across government and enterprise environments.

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Modernization of a National Nurse Line Program

Architected a cloud-based contact center modernization supporting high-volume clinical triage operations. Delivered LLM-powered documentation, workflow automation, and virtual assistant capabilities to reduce clinician workload and improve response times.

Contact Center Performance Assessment for a Federal Benefits Organization

Analyzed more than 900,000 customer interactions across dozens of contact centers to identify friction points and improve service accessibility. Provided human-centered design recommendations, process improvements, and opportunities to reduce call abandonment at scale.

Global Contact Center AI & CCaaS Strategy for Pharmaceutical Company

Served as the AI strategy lead for a large global pharmaceutical and biotechnology company, guiding end-to-end deployment of conversational AI and advanced analytics. Delivered recommendations to increase automation, improve agent enablement, and enhance customer outcomes across channels.

Product Strategy & Growth Enablement for a National Telecom Provider

Advised a high-growth telecom business on product strategy, customer insights, and service delivery improvements. Led customer journey analysis and helped define the product roadmap required to support scalable growth.