Category: Messaging

If you’re integrating your Amazon Lex chatbots with Slack, chances are you’ll come across Block Kit. Block Kit is a UI framework for Slack apps. Like response cards, Block Kit can help simplify interactions with your users. It offers flexibility to format your bot messages with blocks, buttons, check boxes, date pickers, time pickers, select […]

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 […]

November 2023: This post was reviewed and updated for accuracy. 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 […]

Processing large documents like PDFs and static images is a cornerstone of today’s highly regulated industries. From healthcare information like doctor-patient visits and bills of health, to financial documents like loan applications, tax filings, research reports, and regulatory filings, these documents are integral to how these industries conduct business. The mechanisms by which these documents […]

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 […]

As many companies place their focus on customer centricity, customer feedback becomes a top priority. However, as new laws are formed, for instance GDPR in Europe, collecting feedback from customers can become increasingly difficult. One means of collecting this feedback is via phone. When a customer calls an agency or call center, feedback may be […]

September 8, 2021: Amazon Elasticsearch Service has been renamed to Amazon OpenSearch Service. See details. If your contact center is serving calls over the internet, network metrics like packet loss, jitter, and round-trip time are key to understanding call quality. In the post Easily monitor call quality with Amazon Connect, we introduced a solution that […]

This is a joint blog post with AWS Solutions Architects, Jorge Alfaro Hidalgo and Mauricio Zajbert, and Chester Perez, the Contact Center Manager at Xpertal. Fomento Económico Mexicano, S.A.B. de C.V. (FEMSA) is a Mexican multinational beverage and retail company headquartered in Monterrey, Mexico. Fomento Económico Mexicano, S.A.B. de C.V., or FEMSA, is a Mexican […]