Category: Amazon Connect

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]