How Frontdoor, Inc. boosts agent productivity with Amazon Connect (BIZ218)

Here is a detailed summary of the video transcript in markdown format:

Highlights of Great Customer Service

  • Great customer service is not an accident, but requires careful coordination across every team and function in an organization.
  • The number one driver of customer satisfaction is being able to solve a problem on the first contact.
  • Amazon has approached customer service differently, drawing from its deep expertise and industry knowledge to design Amazon Connect.

Challenges Agents Face in Delivering Great Customer Experience

  1. Data Everywhere: Agents need to access various siloed customer information and navigate multiple tools to deliver great customer experience.
  2. Access to the Right Knowledge: Agents need to have access to the right product information, company policies, and customer insights to solve problems effectively.
  3. Disconnected Self-Service and Agent Experiences: Often, self-service and agent experiences are created and owned by different departments, leading to duplication and exposing organizational boundaries to customers.

Amazon Connect's Approach

  1. Unified Agent Workspace: Provides a single pane of glass for agents, bringing together capabilities like omni-channel contact handling, case management, knowledge management, and task management.
  2. Guided Workflows: Helps agents be highly productive by reducing onboarding time for new agents or time to proficiency when cross-skilling agents.
  3. Generative AI Assistance: Provides highly tailored and recommended answers or guides to agents in real-time based on the customer's request.
  4. Integrated Self-Service Capabilities: Allows customers to seamlessly transition between self-service and agent-assisted experiences, maintaining context and reducing the need for repetition.

Front Door's Experience with Amazon Connect

  • Front Door, a leading provider of home warranties in the US, has been working with Amazon Connect since 2019.
  • During the COVID-19 pandemic, Front Door was able to quickly transition 2,000 agents to work remotely within 12 days using Amazon Connect.
  • Amazon Connect has helped Front Door improve agent productivity and visibility, enabling them to:
    • Leverage contact lens for automated quality assurance and call summarization.
    • Pilot the use of generative AI for automating claim decisions and providing guided workflows to agents.
  • Front Door's advice for businesses looking to implement generative AI:
    1. Start small with simple, transactional use cases and be prepared for the process to take time and resources.
    2. Establish a dedicated team to focus on building, testing, and iterating on the AI models.

Conclusion

  • Amazon Connect provides the tools and capabilities to deliver exceptional customer experiences at scale, including seamless integration between self-service and agent-assisted channels.
  • Businesses can leverage Amazon Connect and its capabilities, such as guided workflows and generative AI, to drive agent productivity and transform their customer experience.

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