For the past 20 years, contact center agents have been required to navigate a myriad of disparate systems in search of relevant knowledge content to assist them in resolving customer contacts effectively and efficiently.

Today, Amazon Connect Wisdom is able to ingest content from a wide variety of disparate repositories (i.e., knowledge articles, wikis, product documentation, FAQs. Agents waste valuable time trying to navigate all those different sources of information, and in the meantime, the customer waits for an answer.

Amazon Connect Wisdom connects surfaces relevant knowledge repositories to agents in real-time using speech analytics and natural language processing (NLP) from Contact Lens.

We've helped customers reduce AHT (average handle time) by up to 35% while improving FCR (first contact resolution) by more than 25%.