LAS VEGAS, UNITED STATES — Amazon Web Services (AWS) has unveiled new artificial intelligence (AI) features for its cloud contact center service, Amazon Connect, to boost productivity, enhance customer experience, and reduce costs.
The latest Amazon Connect enhancements utilize large language models from Amazon Bedrock to power real-time agent assistance through an AI assistant called Amazon Q in Connect. It provides recommended responses and actions to address customer needs quickly.
The Amazon Connect Contact Lens feature, which provides real-time analytics and quality management, can now automatically generate summaries of customer conversations to help managers efficiently evaluate interactions.
Furthermore, Amazon Lex in Amazon Connect leverages AI to simplify the creation of chatbots and interactive voice responses for improved self-service. Amazon Connect Customer Profiles also uses AI to automatically aggregate data from SaaS apps to build unified customer profiles and enable personalized service.
According to AWS, these AI capabilities aim to transform customer service by letting companies easily set up a cloud contact center integrated with AI.
“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,” said AWS Vice President Pasquale DeMaio.
“With these new capabilities, contact centers can consistently deliver improved customer support at scale.”
AWS partners like Choice Hotels, NatWest Group, NeuraFlash, Traeger Grills, and USAN are already utilizing the new Amazon Connect features to enhance productivity and customer experiences across over 15 million daily interactions.
The latest Amazon Connect omnichannel expansion also includes support for two-way SMS messaging and in-app, web voice calling with video. The new AI enhancements are now generally available, except for Contact Lens summaries which remain in preview.