AWS Connect update focuses on productivity

Amazon provides new features for its contact center solution AWS Connect. The focus of the update is to improve work efficiency and expand the company’s contact range.

With new features, AWS hopes to make it easier for employees to complete their work. Especially because customer demand continues to increase, contact center employees have become increasingly busy.

Part of the update is the general availability of Amazon Connect Wisdom’s real-time help tool. The tool is basically a virtual agent of the contact center agent. The tool connects them to various databases, FAQs, and help articles for more information. It also provides connections to other systems from which information can be requested, such as Salesforce and ServiceNow. This ultimately enables employees to resolve customer issues faster.

By pairing Amazon Connect Wisdom with Amazon Connect’s “sentiment analysis tool” Contact Lens, the machine learning-based voice analysis helpline can automatically discover the caller’s problems and immediately recommend appropriate content that employees can use to solve these problems . This saves them a lot of time and allows them to handle multiple callers at the same time.

verify

Or the introduction of Amazon Connect Voice ID helps contact center agents to complete the identity verification or verification process faster. With this feature, callers can recognize their identity through voice without requiring employees to request and input various information.

The Amazon Connect Voice ID feature uses a machine learning process to automatically handle the entire identity verification or verification process. This is to make a unique digital “fingerprint” through the voice of the customer. When this digital fingerprint shows a certain “score”, the employee can mark it as the original fingerprint, and the customer process can begin. If this score is not reached, customers can still identify themselves in the old-fashioned way by answering questions.

External communication

In addition, large-capacity external communications can now be used. This feature ensures that contact center agents can contact customers on a large scale. This includes phone calls, text messages, and emails. This feature not only makes the contact center environment a platform for inbound customer interaction, but also makes it possible for you to actively communicate with your customers. This enables the company to proactively notify customers of marketing activities, send appointment reminders, send delivery notices, or any other information.

Part of this feature includes a predictive dialer that can automatically call or call back customers in the list. This is especially helpful in arranging “outreaches” based on the availability of employees. The tool can-again based on machine learning-discover whether there are real people recording, so that employees can be sure they are real people online. This improves the efficiency of staff deployment, especially in the case of staff shortages.

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