Elevate your contact center performance with AI-powered analytics (BIZ212)

Here is a detailed summary of the video transcription in markdown format, broken down into sections for better readability:

Introduction

  • The speaker, Kevin M, is the Director of Product Management for Amazon Connect and has been with the team since the beginning.
  • He will talk about data in the contact center, Amazon's approach, and a sneak peek into the roadmap and strategy.
  • The agenda also includes a demo by Alex and a presentation by Mitch and Bradley from Toyota on their experience with Amazon Connect.

Customer Expectations and Amazon's Approach

  • Customers have high expectations and demand personalized experiences, and they are always "beautifully dissatisfied" even if they say they're happy.
  • Amazon built its own contact center technology 15 years ago and later decided to externalize it, leading to the creation of Amazon Connect.
  • The key differentiators of Amazon Connect include:
    • Ability to set up a functional contact center in a few clicks.
    • Emphasis on empowering customers to own their customer service experience by reducing configuration and development effort.
    • Integrating AI throughout the product, such as with Amazon Lex for self-service experiences and Contact Lens for insights.

Recent Launches and Future Strategy

  • Amazon has recently launched several features related to generative AI and applied uses of AI in the contact center.
  • The future strategy involves a "virtual cycle" where insights are generated, anomalies are detected, recommendations are provided, and the contact center can optimize itself based on business goals.

Demo: Data-driven Decision Making and Continuous Improvement

  • The demo features three personas: Jane (business analyst), Carlos and Shirley (quality analysts).
  • Jane uses Contact Lens and theme detection to identify emerging trends, such as a high volume of product returns.
  • Carlos and Shirley leverage Contact Lens and generative AI-powered evaluations to automate and improve the quality assurance process.
  • They also demonstrate calibration sessions to ensure consistency in agent performance evaluations.

Toyota's Experience with Amazon Connect

  • Toyota's Brand Engagement Center utilized Amazon Connect and Contact Lens to address challenges around data abundance and the need for data-driven insights.
  • They set up over 350 Contact Lens rules to analyze customer experiences, detect emerging themes, and surface product quality and team member performance insights.
  • Toyota faced some initial stakeholder concerns about using Contact Lens instead of their existing data lake, which they addressed through an iterative, governance-driven approach.
  • They have seen significant improvements in key metrics such as customer authentication, self-service, call handling time, and transfer rates.
  • Toyota's future plans include further refining and expanding their use of Contact Lens, adopting new generative AI capabilities, and automating actions based on the insights.

Conclusion

  • The speaker encourages the audience to try out Contact Lens and share feedback through the survey to help improve the content.

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