Author: Michael Wallace

Generative artificial intelligence (AI) was the hot topic for most of 2023 and has not slowed down in 2024, with new innovation and creative use cases for this remarkable technology coming forward every day. The promise of generative AI for customer experience (CX) use cases is clear and exciting. With any new exciting idea, however, […]

Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At Amazon Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]

A contact center solution and a contact center career, on parallel trajectories Today, customer experience (CX) is the fate of the business. In a more virtual world where customers and sellers interact less often in person, the contact center is the CX. The cloud has driven a dual paradigm shift, elevating not only what customers […]

Securing access to your IT resources is paramount. As the number of web-based applications that your employees access increases, so does the difficulty for them to remember their login credentials. Many companies have turned to single sign-on with a variety of identity providers to streamline access to resources and simplify their employees’ routines. With Amazon […]