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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