AWS is “investing heavily” in large language models (LLMs) for key contact center use cases.
The vendor made the claim in a YouTube video posted earlier this month, which introduces how it has already augmented its Amazon Connect platform with generative AI.
Indeed, Dave Lemons, Builder Solutions Architect at AWS, shared three existing use cases: expanding agent-assist, enhancing manager-assist, and improving customer self-service experiences.
Before introducing these, Lemons stressed:
[We’ll be] ensuring the right level of security, accuracy, observability, and removing bias to make sure generative AI outcomes can be both trusted and valuable.
To maximize these outcomes, AWS builds on the AI and machine learning capabilities already embedded into its CCaaS solution.
Use Case 1 - Expand Agent Assist Capabilities
Amazon Connect Wisdom – the CCaaS platform’s agent-assist offering - predates the explosion of LLMs onto the enterprise tech scene.
By analyzing customer interactions, Wisdom bids to understand customer intent and deliver agents helpful information to resolve a customer’s query in real-time.
It does so by digging into the knowledge management system, internal support documents, CRM, and other customer databases.
GenAI now takes this further. It sieves through all that knowledge to recommend customer responses that agents can review, edit, and send.
As such, the agent doesn’t have to craft their replies from scratch. That means agents can respond to customers swiftly. Moreover, with a human-in-the-loop, contact centers reduce the risk of sending out incorrect information.
"The responses and solutions can also continually improve based on what previously worked well," added Lemons.
Finally, as Wisdom dips into various databases and extracts information from customer profiles, it may personalize its recommended responses to further bolster contact center conversations.
Use Case 2 - Enhance Manager Assist
GenAI assists managers with improved real-time and post-contact analytics. It does so through Amazon Connect Contact Lens.
The conversational intelligence platform already categorized customer issues, assessed customer sentiment, transcribed conversations, and automated the scoring of agent performance.
AWS has expanded these use cases with GenAI. Lemons explained:
There’s an opportunity for LLMs to produce concise summarizations of long conversations and capture the most important information.
The existing transcription capability makes this possible, which the LLMs work their magic on to capture the most crucial takeaways from the conversations. That includes the contact reason and outcome of the interaction.
That capability reduces the time agents and managers spend taking and reviewing notes.
Moreover, the summaries prove helpful for context sharing when transferring contacts between agents and supervisors in the case of an escalation.
GenAI also supports managers as they review contacts, supplementing the existing automated call scoring evaluation form.
A screenshot of the auto-coaching capabilities within Amazon Connect Contact Lens[/caption]