Amazon Web Services (AWS) has updated its Amazon Connect contact center service to help enterprises offer a better end-to-end customer experience, the company announced at its ongoing annual re:Invent conference.
The new updates to the contact center service, first introduced in 2017, include the ability to proactively reach customers for outbound campaigns and new capabilities of its Amazon Q assistant.
The ability to proactively reach customers is designed to help enterprises address customer issues even before they occur.
According to AWS, most enterprises aren’t able to cater to customer needs proactively as their data is fragmented across disparate systems, including separate databases, such as the ones maintained for purchases, support tickets, and online interactions.
To solve the issue of siloed data, Amazon Connect creates a unified view of each customer that enterprises can use to proactively address needs before issues arise and conduct outbound campaigns, the company explained.
The unified views are also combined with generative AI-powered recommendations, called smart recommendations, which are built to help campaign managers design their outreach programs.
Connect provides smart recommendations after its internal engine analyzes historical and real-time data.
Amazon Q updates in Connect
AWS said that it has updated Amazon Q in Connect with the ability to help enterprises create “automated and dynamic” self-service experiences.
What that essentially means is that enterprises will be able to use Amazon Q inside Connect to create a virtual chatbot or voice-bot experience for customers, akin to agents or chatbots developed via Salesforce’s Agentforce platform or Microsoft’s autonomous bots.
In the backend, these virtual bots combine the user’s query along with background information, and historical data to formulate a response within the boundaries set by the enterprise.
In case it cannot resolve the issue, it hands the conversation to the call center agent, AWS explained in a statement.
In order to enhance the safety of these bots, AWS has added customizable AI guardrails which it claims will “provide enterprises with robust controls over AI-generated responses without the need for extensive prompt engineering.”
The guardrails can be used by enterprises to block undesirable topics for self-service, filter harmful and inappropriate content based on their responsible AI policies, redact sensitive information to protect customer privacy, and verify model responses using contextual grounding checks, AWS explained.
Additionally, Amazon Q in Connect will also offer insights to managers of contact centers that will help in training contact center agents further. The ability to reach customers proactively and Amazon Q’s new updates have been made generally available, the company said, adding that Connect handles 10 million interactions on a daily basis on behalf of tens of thousands of customers.
Source:: Network World