AWS Contact Center
Author: Atul Deo
Atul Deo is a Principal Product Manager on the Amazon Machine Learning team and product lead for Contact Lens for Amazon Connect. Outside of work, Atul loves to play with his two toddlers, read on his Kindle, and workout at OrangeTheory.
Machine learning-based caller authentication with Amazon Connect Voice ID (preview)
To authenticate callers, contact centers often use a time-consuming process where callers have to answer multiple questions verifying their personal details, like social security number, date of birth, and mother’s maiden name. This process is costly, time-consuming, and leads to poor customer experiences. Amazon Connect Voice ID provides real-time caller authentication, which makes voice interactions […]
Contact Lens for Amazon Connect (Preview)
Today, AWS announced Contact Lens for Amazon Connect, a set of capabilities for Amazon Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. Amazon Connect is an omnichannel cloud […]