AWS has released new generative AI-powered features for Amazon Connect, its CCaaS platform.
Each new feature builds on existing applications within Amazon Connect and comes at no additional cost until March 2024.
Moreover, they leverage the LLMs available within Amazon Bedrock – which hosts models from various big-name vendors, such as Anthropic, Cohere, and Meta.
AWS teased many of these in September when highlighting how generative AI (GenAI) could improve agent-assist, manager-assist, and customer self-service experiences.
Now, it has packaged these up and hard-launched four of them during the AWS re:Invent conference – as unpacked below.
Amazon Q In Connect
AWS has released a new, customizable GenAI-powered virtual assistant – "Amazon Q" – across its tech stack.
Q allows employees throughout the organization to gain fast, relevant answers to pressing questions, solve problems, auto-generate content, and take action.
Those employees include contact center agents, who can now leverage Amazon Q in Connect.
Indeed, agents can chat with Q and uncover the necessary answers to respond to customer queries quickly without searching through various knowledge bases and documents.
Moreover, Q tunes into voice and digital interactions, detects customer intent, auto-suggests responses to queries, and auto-recommends actions for agents to further support customers.
Q connects with various contact center knowledge repositories - which agents typically use when conversing with customers – to bring these use cases to life.
In addition, the virtual assistant will cite any piece of information it leverages in its answers, so agents can dig deeper if they’d like.
Generative Post-Contact Summarization
Amazon Connect Contact Lens is the conversational intelligence platform natively available on the CCaaS platform.
AWS has now augmented this with GenAI to surface new insights from every contact center conversation – including an automated summary of what happened during the call.
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Here is a sneak peek of the insights Contact Lens lifts from each interaction[/caption]
Contact Lens condenses that summary into five or six crisp sentences while pinpointing any pending follow-up items and critical moments during the conversation.
Those critical moments help to transform manual call evaluation processes, optimizing the time supervisors spend searching for agent performance improvement and praise opportunities.
Yet, the biggest potential benefit of this capability is in speeding up post-call processing by streamlining the CRM work agents perform after each interaction.
After all, they may simply review and submit the automated summary to shave seconds from every customer conversation.
Lastly, it’s critical to note that these summaries follow the same format, making it easier to run analytics and garner insight from contact center interactions.
Unified Connect Customer Profiles
Creating unified customer profiles – which offer a single view of customer conversations, preferences, and purchases - is a longstanding contact center challenge.
Indeed, organizing and pooling various data flows into a single location and a unified format often takes weeks – if leaders are lucky.
Thankfully, AWS had already released Amazon Connect Customer profiles to simplify their creation and pull mission-critical customer information into the heart of the CCaaS platform.
Now, it leverages LLMs to further lessen the time contact centers take to build these profiles.
So, when an administrator adds data sources from numerous platforms – including Adobe Analytics, Amazon S3, Salesforce, ServiceNow, and Zendesk - to the Connect Customer Profile solution, it will automatically analyze it.