AWS Contact Center
Author: Sam Castro
Sam Castro is a Sr. AI Engineer at AWS. He has a strong background in software delivery, serverless technologies, generative AI, and agentic systems. He combines hands-on engineering with strategic guidance to help customers solve complex problems with emerging AI capabilities. Outside of work, he enjoys skiing, mountain biking, soccer, and the outdoor lifestyle of the San Francisco Bay Area.
Click to Call in Amazon Connect
Customers can try to find answers on company websites or mobile app before contacting customer service. Customer experience executives have struggled to carry that web or mobile click-stream behavior and context into the contact center interaction. The idea of creating a continuation of customer journey from web/mobile into the contact center for personalization, automation, and […]