Amazon enhances cloud contact center solution with generative AI
Amazon is AI-enabling its Amazon Connect customer service platform for personalization and self-service.
The Amazon Web Services (AWS) hosted cloud services subsidiary of Amazon is releasing new generative AI enhancements for its Amazon Connect cloud contact center solution. These new features include:
- Automated segmentation for proactive outreach, delivering personalized, time-sensitive interactions across communication channels for a single person or groups with similar characteristics.
- Amazon Q in Connect, a generative AI-powered assistant for customer service, now enables organizations to create automated, dynamic self-service experiences across chat and voice channels that provide tailored responses and take proactive actions.
- Amazon Q in Connect features new customizable AI guardrails with controls over AI-generated content, enabling organizations to deploy generative AI in contact centers while adhering to their specific policies and safeguarding customer interactions.
- New AI-powered agent evaluations and intelligent contact categorization tools enable customer service managers to more easily spot performance trends, enhance training, and help improve overall service quality.
Amazon Connect also helps organizations bridge data silos, creating a unified view of each customer that organizations can use to address needs before issues arise or launching outbound campaigns.
Now, Amazon Connect’s generative AI-powered segmentation capabilities can analyze data to provide recommendations on engaging different groups of customers based on both real-time and historical interactions.
For example, an airline might use Amazon Connect to identify frequent flyers experiencing a significant delay, then automatically offer them priority rebooking options, lounge access, or personalized compensation based on their loyalty status and past travel patterns.
[READ MORE: EXCLUSIVE: How Amazon sees generative AI affecting retail]
"With Amazon Connect, in addition to evolving customer service, we’re also fundamentally reimagining how organizations build, nurture, and sustain customer relationships," said Pasquale DeMaio, VP and GM of Amazon Connect at AWS. "By using generative AI to improve the customer experience, Amazon Connect is paving the way for a future where every customer interaction is an opportunity to delight and foster long-term loyalty. The continuous evolution of Amazon Q in Connect is giving organizations the power and flexibility needed to handle sophisticated customer service scenarios without requiring programming expertise."
