Category: Customer Enablement

Contact centers often face challenges due to lack of visibility into customers’ omnichannel experiences. Joulica’s Customer Journey Analytics solution, part of AWS Contact Center Intelligence, provides a unified, real-time view of each customer’s journey across voice, digital, and social interactions. Built on AWS data streaming architecture, it empowers agents with holistic customer understanding and enhances customer satisfaction and brand perception through optimized experiences.

Contact centers can improve customer experiences using generative AI, which creates new content and conversations. Accenture’s Connected Customer Experience (CCE) solution incorporates AWS services to provide personalized human and AI interactions. It uses generative AI for agent assist, call summarization, and self-service FAQs. By leveraging generative AI on AWS, CCE aims to enhance agent productivity, reduce handle times, and deliver exceptional customer experiences.

Amazon Machine Images (AMIs) allow quick deployment of EC2 instances, but managing multiple customized AMIs is complex. Stratus10’s Image Management Solution automates and streamlines AMI building, testing, and deployment using EC2 Image Builder. It provides consistency, integrates with current processes, reduces costs, and improves security. By eliminating manual processes, engineering teams can focus on innovation while hardened images ensure best practices.

ServiceNow and AWS have collaborated to bridge language barriers in global workforces. Using AWS services like Amazon Translate and Amazon Comprehend, the AWS Translate Spoke for ServiceNow Flow Designer enables automatic translation of text into employees’ native languages. By demonstrating how the AWS Translate Spoke can translate knowledge articles, this post explains how ServiceNow customers can easily build multi-language workflows to serve global users.

Customers implementing sophisticated solutions based on AWS technologies often seek out qualified partners who bring their industry expertise to the table and help accelerate a return on investment (ROI) that achieves business outcomes faster. Partner-Led Support offers AWS Partners the opportunity to expand their sources of recurring revenue by complementing and supplementing AWS capabilities in delivering technical support to customers.

Amazon outsourced management of its out-of-warranty device repairs to Genpact to meet regulatory requirements and customer expectations. Learn how Genpact leveraged its ContactUs.Ai framework and Amazon Connect to create an omnichannel solution allowing self-service and live support. This extends device lifetimes, increases customer satisfaction, and aligns with Amazon’s ESG priorities around Right to Repair regulations in Europe.

Darwinbox wanted to reduce the time to infer resumes against job descriptions using PyTorch models. AWS Premier Partner Minfy helped them leverage Amazon SageMaker and AWS Inferentia to compile models with Neuron SDK and deploy them, achieving 87% faster inference without retraining. Key steps were compiling models with the Neuron SDK, extending SageMaker containers, using Inference Recommender to optimize configurations, and sending requests in mini-batches.

In a recent webinar, Slalom and AWS showcased the incredible potential of chat-based enterprise search powered by AWS generative AI services like Amazon Bedrock. We’re excited to share key takeaways and a more in-depth exploration of the transformative landscape that chat-based search creates. Learn how technologies like Amazon Bedrock empower businesses to build intelligent chat-based interfaces that allow employees to interact with company data conversationally.

AWS Health Events are notifications published to the AWS Health Dashboard and sent via email to account contacts, and they are crucial when managing AWS environments. Learn how Ensono’s AWS Health Event Centralization Platform captures, filters, prioritizes, notifies, and tracks the remediation of AWS Health notifications across its customer base, ensuring critical managed infrastructure and applications remain secure and available.

This post showcases a way to filter and stream logs from centralized Amazon S3 logging buckets to Splunk using a push mechanism leveraging AWS Lambda. The push mechanism offers benefits such as lower operational overhead, lower costs, and automated scaling. We’ll provide instructions and a sample Lambda code that filters virtual private cloud (VPC) flow logs with “action” flag set to “REJECT” and pushes it to Splunk via a Splunk HTTP Event Collector (HEC) endpoint.