AI-Powered Conversational Analytics with Amazon Connect

Eliminate time consuming tasks with AI-powered post contact summaries and categories. Summaries are generated immediately after a customer interaction, reducing after contact work (ACW) for agents by providing essential information in a concise format. Categories help you track and manage customer conversations by automatically scanning transcripts based on your desired keywords.

Protect customer data by proactively redacting PII from chats, emails, audio recordings, and transcripts. Ensure human and AI agents comply with organizational policies by monitoring adherence to scripts and procedures according to the criteria you define.

Set real-time alerts to proactively flag agent coaching opportunities, monitor AI agent performance, and discover customer insights with the analytics dashboard. Configure customized metrics, charts, and graphs to fit the needs of your organization using sentence-by-sentence transcripts, sentiment analysis, and categories from customer conversations.

Neo Financial is a leading financial technology company.

We wanted a better understanding of what our customers were telling us across our thousands of daily contacts. By leveraging Amazon Connect's powerful analytics and insights, we have seen significant impact on our customer experience and operational efficiency. The seamless integration with our CRM and knowledge management systems has empowered our agents with relevant information at their fingertips, resulting in a remarkable 10% reduction in average hold times and a 20% decrease in instances where customers are put on hold. The generative AI-powered post-contact summaries had an immediate impact on after call work, saving agents an average of 90 seconds on each interaction. The summaries also streamline complaint handling, saving leadership around 40 hours per month allowing them to focus on other execution related activities and strategic projects.

Shannon Burch, Vice President Experience, Neo Financial

Fujitsu is a digital transformation partner based in Japan that works with customers globally.

Quality Management tools are essential to our Quality Assurance (QA) practice for providing improved user experience, customer satisfaction, and developing high quality service desk agents. One of the top pain points in this area is the lack of real-time visibility into the full picture of quality and performance. [Amazon Connect] helps to focus on higher-level strategic initiatives, and improves QA efficiency by 60%. With the ability to automatically record 100% of customer interactions, aggregate the data, and analyze it across multiple criteria, we can easily identify areas where our agents need improvement. This has completely transformed our QA practice making the process real-time rather than retrospective. It improves operational productivity and helps ensure our agents provide the best possible service to customers.

Alex Sanchez, Head of Global Offering Technology and GDC Networks, Fujitsu

Frontdoor is a tech-enabled, people-driven platform for homeowners maintaining and repairing major home systems and appliances.

At Frontdoor, Inc., by utilizing AI-powered analysis on 100% of our inbound & outbound contacts, we’ve eliminated the need for agents to use manual ‘pause & resume’ functionality for payment & billing transactions, and instead rely on Amazon Connect to automate PCI+PII redaction, reducing our agent interaction time & reducing risk of fraud for our members. In addition, we’re leveraging Connect to automate our Quality Assurance evaluations, increasing our sampling by 50x without increasing costs. We’ve now completed over 100,000 automated QA Evaluations utilizing quality assurance evaluations in Amazon Connect. Lastly, we’re exploiting the capabilities for automated contact categorization with over 50 automated rules in production to date.

Ben Moore, Director Contact Center Solutions, Frontdoor