Amazon Web Services Inc. is enhancing its Amazon Connect service with more artificial intelligence features to boost the efficiency of company contact centers. Details of the update were shared today ahead of AWS re:Invent 2024, starting Monday. Launched in 2017, Amazon Connect employs AI to guide contact center agents in handling customer inquiries. It can also automate some support tickets, assess agent productivity, and manage related tasks. One new feature introduced by AWS is an AI-driven segmentation tool that analyzes a company’s customer base to group buyers with similar interests. For instance, an online retailer could use the tool to identify frequent shoppers who make at least three purchases monthly. Marketers can then create automated campaigns triggered by certain events. Such campaigns might offer discounts to customers abandoning their carts to reduce lost sales. This feature can also respond to other significant customer interactions. The updated features go beyond marketing campaigns and automate various customer service tasks.
Amazon Connect now integrates with Amazon Lex, a tool for building AI assistants, and can be enhanced with Amazon Q, another AWS machine learning service. The cloud giant highlights the application of Lex-powered assistants with Amazon Q, allowing them to incorporate data from internal applications into their responses. In the travel industry, for instance, if a customer inquires about rebooking a flight, a Lex assistant can consider ticket type and other details before responding. AWS developer advocate Elizabeth Fuentes explained in a blog post that the system intelligently searches knowledge bases, customer information, web content, and third-party data to provide accurate answers when customer queries don’t match predefined intents. Administrators can set up guardrails to ensure AI-generated responses remain secure and accurate, and additional features protect sensitive customer data. In addition to Lex and Amazon Q, Amazon Connect integrates with numerous other services, highlighted in the update. AWS is introducing a Salesforce integration that lets users of the CRM platform utilize Amazon Connect’s routing features to direct customer requests to the most suitable agent. The service also gains a WhatsApp for Business integration, enabling agents to handle inquiries via the popular messaging app. The update is completed with AI-powered tools for assessing contact center performance. Typically, managers can review only 1% to 2% of customer interactions due to the sheer volume of daily tickets. The new AI features allow for more comprehensive reviews of performance data to pinpoint improvement areas. AWS revealed that Amazon Connect is used by tens of thousands of organizations, processing over 10 million contact center interactions daily.
AWS Enhances Amazon Connect with AI for Smarter Contact Centers
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