AWS re:Invent 2024 -Supercharge contact center manager efficiency with generative AI (BIZ225-NEW)

Supercharging Contact Center Efficiency with Generative AI

Introduction

  • The session is presented by Shaali Dua, Product Manager for Amazon Connect Contact Lens, and Himansu Suri, who leads the analytics and optimization portfolio for Amazon Connect.
  • The goal is to explore how a data-driven approach is revolutionizing contact center management, empowering managers to drive unprecedented efficiencies and performance.

Amazon Connect Overview

  • Amazon Connect is a single, seamless application for all contact center personas, with built-in AI that delivers real-world business outcomes.
  • Since its launch in 2017, Amazon Connect has released over 650 features, working backward from customer requirements.
  • The latest announcements include post-contact summaries, Amazon Q, and proactive outbound engagement powered by generative AI.

Contact Lens Overview

  • Contact Lens is Amazon Connect's quality management capabilities that enable contact center managers to monitor, measure, and improve contact quality and agent performance.
  • Key challenges Contact Lens addresses:
    • Identifying which contacts to evaluate
    • Providing personalized coaching to agents
    • Identifying emerging themes in the contact center
  • Contact Lens features:
    • Evaluate up to 100% of contacts without a human in the loop
    • Real-time alerts, transcription, and sentiment detection
    • Generative AI-powered post-contact summaries
    • Generative AI-powered performance evaluations
    • Calibration to ensure consistent agent evaluations

Business Impact

  • Customers are reporting significant benefits, such as:
    • 90-second savings per call by eliminating manual note-taking
    • Reduced hold times and improved customer experience
    • Ability to repurpose agent time to focus on customer experience
    • Automated 100% of contact evaluations with consistent scoring
    • Reduced the number of evaluation forms needed by 200%

Expanded Capabilities

  • Contact Lens now supports 33 language models out of the box, with recent additions such as Danish, Catalan, and Indonesian.
  • Improved transcription accuracy by 30-70% through a new multi-billion parameter speech foundational model.
  • Offers a unified view of the entire customer journey, including the IVR segment and the agent interaction.
  • Allows custom dashboard creation and out-of-the-box dashboards for conversation analytics and agent performance.
  • Provides intraday management dashboards for more accurate forecasting and staffing.
  • Introduced an analytics connector to bring voice data outside of Amazon Connect and leverage Contact Lens capabilities.

Recommendations

  • Enable Contact Lens in a few clicks to start leveraging the generative AI-powered features.
  • Automate quality assurance and compliance checks to identify issues early.
  • Use the out-of-the-box and customizable dashboards to monitor and improve contact center operations.
  • Attend other Amazon Connect sessions at re:Invent to learn more about the latest features and capabilities.

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