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Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents

By Tracey E. Schelmetic December 07, 2023

While artificial intelligence (AI) is sometimes discussed in the context of replacing human call center agents, much of its potential today lies in how it can actually make call center agents’ jobs easier by acting as a kind of super-intelligent personal assistant to help research customer queries, find resources, and present customers with options. It can also help with after call-wrap up and documentation, creating call summaries and generating analytics that can be used to improve operations.

Amazon Web Services, Inc. (AWS) recently announced the addition of new generative AI capabilities in Amazon Connect, AWS’s cloud contact center. Powered by large language models (LLMs) and other foundation models (FMs) available through Amazon Bedrock, the Amazon Connect enhancements include new generative AI capabilities that expand on the service’s existing machine learning (ML) features.

Amazon Q in Connect — a generative AI-enhanced evolution of Amazon Connect Wisdom — provides agents with recommended responses and actions based on real-time customer questions, for faster and more accurate customer support. Amazon Connect Contact Lens — an Amazon Connect feature that provides real-time contact center analytics and quality management — now helps identify the essential parts of call center conversations with AI-generated summaries that detect sentiment, trends, and policy compliance.

Also powered by generative AI, Amazon Lex in Amazon Connect now enables contact center administrators to create new chatbots and interactive voice response (IVR) systems in hours by using natural language prompts and improve existing systems by generating responses to commonly asked questions. Lastly, Amazon Connect Customer Profiles — an Amazon Connect feature that enables agents to deliver faster, more personalized customer service — now creates unified customer profiles from disparate software-as-a-service applications and databases.

“The contact center industry is poised to be fundamentally transformed by generative AI, offering customer service agents, contact center supervisors and contact center administrators new ways to deliver personalized customer experiences even more effectively,” noted Pasquale DeMaio, VP of Amazon Connect, AWS Applications. “Yet few organizations have the advanced machine learning expertise to easily harness this technology and apply it to their operations. With just a few clicks, contact center leaders can leverage new capabilities powered by generative AI in Amazon Connect to enhance the more than 15 million customer interactions handled on Amazon Connect every day.”

Edited by Alex Passett
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