Amazon Web Services poised to improve contact center AI


Amazon Connect is an omnichannel cloud contact center that serves businesses via an as-a-service model, allowing them to create their own contact center, add agents from around the world to interact with customers. The new tool, Amazon Connect Cases, is a new case management feature built into Amazon Connect that, according to the tech giant, allows contact center agents to quickly monitor, collaborate and resolve customer cases.

Case management often involves numerous problems that sometimes require multiple conversations with different agents, it is common to use case management tools to address this kind of complexity, but Amazon states that:

The addition of case management tools introduces complex integration projects and costly development cycles that can take many months to complete.

Avoiding these issues, Amazon Connect Cases automatically creates a new case to track all calls , chats, and related activity each time the customer makes initial contact, and the e-commerce company says IVR and chatbots can Also leverage case data from Amazon Connect Cases to drive personalized self-service interactions, helping to improve customer feedback.

When customers need to speak or chat with an agent, they are directed to the best agent available with the relevant case attached according to Amazon, resulting in improved average handling and resolution time. The new tool also allows agents to manually create and resolve cases and assigned tasks, view and add data about them, and make internal comments in the agent application according to Amazon.


Amazon also announced another tool called Amazon Connect Outbound Campaigns, which offers businesses a way to contact large numbers of customers simultaneously via voice, SMS and email for communications such as marketing promotions, appointment reminders, and delivery notifications. upcoming without having to integrate third-party tools.

  • AWS is using AI to make contact centers smarter (TechRadar)


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