AWS Machine Learning Blog

Category: Business Productivity

Add conversational AI to any contact center with Amazon Lex and the Amazon Chime SDK

Customer satisfaction is a potent metric that directly influences the profitability of an organization. With rapid technological advances in the past decade or so, it’s even more important to elevate customer focus in the following ways: Making your organization accessible to your customers across multiple modalities, including voice, text, social media, and more Providing your […]

Enable conversational chatbots for telephony using Amazon Lex and the Amazon Chime SDK

Conversational AI can deliver powerful, automated, interactive experiences through voice and text. Amazon Lex is a service that combines automatic speech recognition and natural language understanding technologies, so you can build these sophisticated conversational experiences. A common application of conversational AI is found in contact centers: self-service virtual agents. We’re excited to announce that you […]

Automate email responses using Amazon Comprehend custom classification and entity detection

In this post, we demonstrate how to create an automated email response solution using Amazon Comprehend. Organizations spend lots of resources, effort, and money on running their customer care operations to answer customer questions and provide solutions. Your customers may ask questions via various channels, such as email, chat, or phone, and deploying a workforce […]

Live call analytics and agent assist for your contact center with Amazon language AI services

Update November 2022 (v0.6.0) – Now supports real-time Detected Issues, real-time Call Categories, real-time Supervisor Alerts and integration with the companion Post Call Analytics (PCA) solution, using the new Amazon Transcribe Real-time Call Analytics service. This update also introduces support for Amazon Transcribe Custom Language Models to improve accuracy for domain specific speech, new rich […]

Get started with the Amazon Kendra Amazon WorkDocs connector

Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra reimagines enterprise search for your websites and applications so your employees and customers can easily find the content they’re looking for, even when it’s scattered across multiple locations and content repositories within your organization. With Amazon Kendra, you can search through […]

AWS Announces the global expansion of AWS CCI Solutions

We’re excited to announce the global availability of AWS Contact Center Intelligence (AWS CCI) solutions powered by AWS AI Services and made available through the AWS Partner Network. AWS CCI solutions enable you to leverage AWS machine learning (ML) capabilities with your current contact center provider to gain greater efficiencies and deliver increasingly tailored customer […]