AWS adds new features to Amazon Connect

Amazon Web Services (AWS) announced three new features for its omnichannel cloud contact center Amazon Connect.

Supported by artificial intelligence (AI) and machine learning (ML), Amazon Connect simplifies automated interactions, provides insights into customer emotions, authenticates callers, and facilitates interactive voice response (IVR) and chatbots, etc. Function.

When commenting on the latest enhancements to Amazon Connect, AWS said that the new features of the software will help contact center agents make customer interactions more effective, personalized, and natural. The company also outlined three key functions: Amazon Connect Voice ID, Amazon Connect Wisdom, and high-volume outbound communication.

Amazon Voice ID analyzes voice attributes such as rhythm, pitch, and pitch to create a secure digital voiceprint, which simplifies the customer’s identity verification experience during the next call. The opt-in feature also allows companies to use recordings of known fraudsters to build custom watch lists, thereby enhancing protection against fraud.

Amazon Connect Wisdom is designed to save agents’ time and provide instant access to information about various products and services. Integrated connectors for third-party applications (such as Salesforce and ServiceNow) allow companies to seamlessly connect to relevant knowledge bases, including internal wikis, FAQs, and file sharing.

In addition, Wisdom uses voice analysis to analyze customer conversations and provide real-time feedback and suggestions to agents.

Finally, Amazon Connect’s massive outbound communication of calls, text messages, and emails provides companies with a simple and cost-effective way to reach millions of potential customers.

One of the new communication features is the predictive dialer, which can actively contact the customers in the list while adjusting according to the availability of the seats. In addition, the dialer uses machine learning to distinguish between active customers, voice mail, and busy tones, ensuring that agents only connect to online customers.

Pasquale DeMaio, general manager of Amazon Connect at AWS, said: “In just four years, AWS customers have reached tens of thousands, with more than 10 million customer interactions per day, and Amazon Connect has become one of the fastest growing services in AWS history. ”

DeMaio added: “Today’s three functions are built on this powerful foundation, making it easier for contact centers to provide excellent customer service. Now, companies can allow agents to find answers faster and provide customers with more security, A more efficient experience, and quickly expand their external communications.”