AWS Contact Center
Author: Shabri Mehta
Shabri Mehta is a Machine Learning Engineer at Amazon Web Services. She's passionate about helping customers enable Machine Learning workloads on AWS. When not helping customers, Shabri can be found trying out new baking recipes or reading.
Assist agents and enrich system metrics with Amazon Connect
Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]