Author: Anubhav Mishra

Customers expect personalized contact center experiences. They want easy access to customer support and quick resolution of their issues. Delighting callers with a quick and easy interaction remains central to the customer experience (CX) strategy for support organizations. Enterprises often deploy omni-channel contact centers so that they can provide simple mechanisms for their customers to […]

Enterprises often rely on unique identifiers to look up information on accounts or events. For example, airlines use confirmation codes to locate itineraries, and insurance companies use policy IDs to retrieve policy details. In customer support, these identifiers are the first level of information necessary to address customer requests. Identifiers are typically a combination of […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. As a product owner for a conversational interface, understanding and improving the user experience without the corresponding visibility or telemetry can feel like driving a car blindfolded. It is important to understand how users are interacting with your […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. To have an effective conversation, it is important to understand the sentiment and respond appropriately. In a customer service call, a simple acknowledgment when talking to an unhappy customer might be helpful, such as, “Sorry to hear you […]