Traeger Grills uses Amazon Web Services to break data silos

An outdoor cooking equipment brand is using cloud-based Amazon Web Services (AWS) technology to simplify access to relevant data by its customer service agents.

Traeger Grills runs its own direct-to-consumer e-commerce channel and sells products through third-party retail partners, and has problems organizing information for customer service agents in real time. The growing customer base and diversified product offerings pose challenges for contact center agents who are trying to respond quickly to customer inquiries.

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In response, the company deployed a new Amazon Connect Wisdom solution from the Amazon AWS cloud computing platform. In the past, Traeger’s contact center agents often relied on data sources isolated in its knowledge management system and did not integrate with the applications they used when interacting with customers.

This requires agents to spend time manually searching information across data sources to solve customer problems, which hinders their ability to help customers quickly. Amazon Connect Wisdom uses pre-built connectors with Salesforce and ServiceNow to ingest and organize the content that agents need, such as FAQs, help articles, and service introductions.

In addition, Traeger customer service agents can now search across data repositories using Amazon Connect Wisdom to find answers and quickly resolve customer issues during conversations. Agents can enter questions or phrases, and Amazon Connect Wisdom is designed to return the most relevant information and best answers to handle customer questions.

For example, the agent can enter “How do I exchange items?” Amazon Connect Wisdom will search the connected data store and return an answer containing a link to more detailed information. Trager is also considering deploying a new AWS Amazon Connect Voice ID solution that uses machine learning-driven voice analysis to provide real-time caller authentication.

When the caller chooses to register and register, Amazon Connect Voice ID uses machine learning to analyze the caller’s voice attributes (such as rhythm, pitch, and pitch) in the first few seconds of the call, and then creates a secure digital voiceprint for the caller . When a customer calls again, Amazon Connect Voice ID compares the caller’s voiceprint with the claimed identity and assigns a confidence score. Only when the caller’s score meets the confidence score threshold set by the organization will identity verification be performed.

“Integrate Amazon Connecting Wisdom to our contact center allows our agents to focus on providing a first-class customer experience instead of spending time navigating complex systems to identify customer issues,” said Brian Carey, Head of Operations and Analysis, Tregg Grill“So far, the customer satisfaction and first contact resolution rate of agents using AmazonConnect Wisdom has increased by approximately 15%. They have also reduced call processing time by approximately 15%.

“Amazon Connect Wisdom will become the cornerstone of our efforts to continue to optimize customer service, providing our agents with the information they need to solve customer problems as quickly as possible,” Carey added. “We are also excited about the internal functions Amazon Connect Voice ID, adding it to our interactive voice response will prevent fraud, while making it easier for our customers to use their own voice on self-service channels to quickly and securely verify their identity. “