Cloud Call Center developed by ServiceNow and AWS, the contact center is a service

For many companies, technical support to employees is a cost that cannot be ignored, especially in terms of IT resource usage. In fact, the IT team spends a lot of time managing a series of basic but usually unimportant requests to ensure that the system is functioning properly. Resetting passwords and unlocking accounts are the most common requests, although they are easy to complete, they require a lot of time for technicians. So why not automate these operations? ServiceNow starts from this intuition Cloud call center, A system Contact center as a service based on AWS AI and cloud.

Cloud Call Center, technical support management AI

Cloud Call Center relies on Amazon’s cloud natural language service and advertising Amazon Connect Integration, Lex e transcription and understanding, And integrate with the company’s workflow to speed up the company’s technical support management, improve user experience and save IT department time.

Thanks to the combination of these technologies, users will be able to solve most common problems independently, Just use your voice: AI will be responsible for providing solutions to the most common problems. In case the machine learning algorithms cannot find a suitable solution, they will transfer the call to a human operator, add all the information about the problem, and enable the IT team to act more quickly and quickly.

The main functions of the solution are as follows:

• Can query the system natural language
• Support all devices: desktop, mobile phone, voice phone
• Call forwarding: The system can automatically process requests, such as changing passwords, without operator intervention
• Analysis: The system can provide insights about help requests, enabling the company to identify request trends and predict potential problems