AWS Machine Learning Blog
Category: Amazon Connect
Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex
This post was co-written with Tony Momenpour and Drew Clark from KYTC. Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. When there are more calls than agents can answer, callers get placed on hold […]
Build a virtual credit approval agent with Amazon Lex, Amazon Textract, and Amazon Connect
Banking and financial institutions review thousands of credit applications per week. The credit approval process requires financial organizations to invest time and resources in reviewing documents like W2s, bank statements, and utility bills. The overall experience can be costly for the organization. At the same time, organizations have to consider borrowers, who are waiting for […]
Manage dialog to elicit Amazon Lex slots in Amazon Connect contact flows
Amazon Lex can add powerful automation to contact center solutions, so you can enable self-service via interactive voice response (IVR) interactions or route calls to the appropriate agent based on caller input. These capabilities can increase customer satisfaction by streamlining the user experience, and improve containment rates in the contact center. In both the self-service […]
Post call analytics for your contact center with Amazon language AI services
June 2023 (v0.6.0) – This release introduces generative transcript summarization to provide a short paragraph with a synopsis of each completed call; use the built-in summarization model which runs on Amazon Sagemaker, or Anthropic’s Claude large language model (LLM) API (coming to Amazon Bedrock), or experiment with other custom language models or APIs. This release […]
Get value from every customer touchpoint using Amazon Connect as a data gathering mechanism
The recent pandemic and the impossibility of meeting customers in person has made two-way contact centers an effective tool for sales representatives. Amazon Connect is the ideal service to manage these contacts, and its adoption gives you the opportunity to gather new business insights. Thanks to Amazon Connect, you can program outbound calls to reach […]
Event-based fraud detection with direct customer calls using Amazon Connect
Several recent surveys show that more than 80% of consumers prefer spending with a credit card over cash. Thanks to advances in AI and machine learning (ML), credit card fraud can be detected quickly, which makes credit cards one of the safest and easiest payment methods to use. The challenge with cards, however, is that […]
Deliver personalized customer support experiences with Amazon Connect, Amazon Lex, and Salesforce
The last year has made delivering high-quality customer contact center support extremely challenging. Consumers have increasingly abandoned brick-and-mortar retail shopping and traditional banking in favor of digitally enabled experiences, which brings unprecedented call volumes to contact centers. In many cases, call center staff are also working remotely, which makes it even more difficult to meet […]
Implement live customer service chat with two-way translation, using Amazon Connect and Amazon Translate
Many businesses support customers across multiple countries and ethnic communities, and therefore need to provide customer service in a wide variety of local languages. It’s hard to consistently staff contact centers with agents with different language proficiencies. During periods of high call volumes, callers often must wait on hold for an agent who can speak […]
Applying voice classification in an Amazon Connect telemedicine contact flow
Given the rising demand for fast and effective COVID-19 detection, customers are exploring the usage of respiratory sound data, like coughing, breathing, and counting, to automatically diagnose COVID-19 based on machine learning (ML) models. University of Cambridge researchers built a COVID-19 sound application and demonstrated that a simple binary ML classifier can classify healthy and […]
Building an omnichannel Q&A chatbot with Amazon Connect, Amazon Lex, Amazon Kendra, and the open-source QnABot project
For many students, embarking on a higher education journey is an exciting time filled with new experiences. However, like anything new, it also can also bring plenty of questions to answer and obstacles to overcome. Oklahoma State University, Oklahoma City (OSU-OKC) recognized this, and was intent on providing a better solution to address student questions […]