AWS re:Invent 2025 - Enhance Contact Center AI With Salesforce and AWS (DAT207)

Summary of AWS re:Invent 2025 - Enhance Contact Center AI With Salesforce and AWS (DAT207)

Key Challenges in Contact Centers Today

• Customers expect agents to have deep knowledge about their profile and be able to quickly resolve issues
• Instead, agents struggle to stitch together customer information in real-time and switch between multiple systems
• Contact center leaders want to:
  • Boost agent productivity and customer satisfaction
  • Reduce operating costs
  • Actively grow revenue by enabling upselling and cross-selling

Salesforce and AWS Integrated Solution

• Salesforce and Amazon Connect have partnered to provide a unified contact center experience
• Agents can manage all customer interactions (voice, chat, email, messaging) in a single workspace
• Channels from Salesforce or Amazon Connect can be seamlessly integrated
• Agents can leverage AI-powered capabilities across all channels:
  • Service replies and call summarization to reduce handle time
  • Supervisor dashboard to manage both human and AI agents

Key Technical Capabilities

• Salesforce Contact Center with Amazon Connect (SECAC):
  • Integrates Amazon Connect voice and chat channels into Salesforce Agent Force
  • Enables agents to leverage AI-powered features like agent assist and call summarization
• Amazon Connect AI Agents:
  • Provide out-of-the-box AI agents for self-service and agent assist
  • Integrate with Salesforce knowledge base to provide contextual recommendations
• Real-time Transcription and Translation:
  • Supports multiple languages for global contact center operations
  • Leverages Amazon Transcribe for speech-to-text capabilities

Business Impact and Results

• Tens of thousands of customers using Amazon Connect, processing over 60 million interactions per day
• Doubled the number of customer interactions using AI in the past year to 12 billion
• Joint customers include Vista, Truist, and Air Canada, seeing double-digit growth in voice call volume
• Enables contact centers to:
  • Boost agent productivity and customer satisfaction
  • Reduce operating costs by automating repetitive tasks
  • Grow revenue through enhanced upselling and cross-selling capabilities

Deployment and Next Steps

• Customers can leverage the integrated Salesforce and Amazon Connect solution regardless of their existing contact center footprint
• Modular and flexible architecture allows for gradual transformation and adoption
• Customers can visit the Salesforce and Amazon Connect booths at re:Invent to learn more
• Follow the presenters on LinkedIn for additional resources and information