Amazon Web Services (AWS) announced several new features of Amazon Connect on September 27. A preview version of the outbound communication function from the contact center to the external automation was released.
According to AWS, Amazon Connect now supports more than 10 million contact center interactions per day.
Amazon Connect is AWS’s omnichannel contact center platform. We are working hard to provide timely information to the person in charge, verify the identity of the caller, and improve communication efficiency.
The new features announced for Amazon Connect are:
- Provide a preview version of the large-capacity external communication function. This function supports multiple channels such as phone calls, text messages, and emails, as well as management functions. Arrange notifications, designate contacts and lists, and limit outreach based on contact resource status. It also uses machine learning (ML) models to detect human customers and voice mail greetings (pre-recorded greetings) and signal sounds during calls.
- “Amazon Connect Wisdom” is now fully available. This is a service that allows agents to instantly access the product and service information they need to solve customer problems in real time. Connect Wisdom extracts and organizes the content needed by the agent from the internally developed database and third-party knowledge base, such as frequently asked questions, help articles and service advantages. Connect Wisdom also has connectors to Salesforce and ServiceNow products. You can also use ML voice analysis by using “Contact Lens for Amazon Connect”. It can automatically detect customer problems during the call, recommend content in real time, and help solve problems.
- “Amazon Connect Voice ID” is generally available. It is a real-time caller authentication feature that uses voice analysis through ML. In addition to creating digital voiceprints for customers, client companies can also create watch lists of people to watch.
This article was edited by Asahi Interactive for Japan from an article by Red Ventures overseas.
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