Amazon Web Services

In this video, Dr. Andrew Kane explores how generative AI can enhance AI-driven contact centers. He discusses AWS Contact Center Intelligence (CCI) solutions, covering agent assist, call analytics, and self-service capabilities. The demo showcases post-call analytics using large language models to generate high-quality call summaries and outcomes. Dr. Kane highlights how generative AI can provide more detailed insights and improve the overall customer experience in contact centers.
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telecommunications
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